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Key Responsibilities and Required Skills for Computer Support Specialist

💰 $ - $

Information TechnologyTechnical SupportHelp DeskDesktop SupportIT Operations

🎯 Role Definition

As a Computer Support Specialist you are the frontline IT professional responsible for delivering exceptional technical support to end users across hardware, software, network, and cloud services. This role combines hands-on troubleshooting, user training, device lifecycle management, security-first practices, and documented processes to maintain productivity and meet service-level expectations. Ideal candidates are customer-focused, skilled with common enterprise tooling (Active Directory, Microsoft 365, MDM, ServiceNow/Jira), and capable of resolving complex technical issues independently or through coordinated escalation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Level 1 Support
  • IT Support Intern or Desktop Support Technician
  • Customer Support Specialist with technical aptitude

Advancement To:

  • Senior Desktop Support / Lead Computer Support Specialist
  • Systems Administrator or Network Administrator
  • IT Support Manager / Technical Support Manager
  • IT Project Coordinator or Endpoint Management Engineer

Lateral Moves:

  • NOC Technician (Network Operations Center)
  • Field Service Technician / On-site Support
  • IT Asset & Lifecycle Coordinator
  • Technical Trainer or Documentation Specialist

Core Responsibilities

Primary Functions

  • Provide timely, professional triage and resolution of inbound technical incidents and service requests via phone, email, chat, and ticketing systems (ServiceNow, Zendesk, Jira), ensuring adherence to defined SLAs and escalation paths.
  • Diagnose and repair desktop and laptop hardware failures (desktops, Windows and macOS laptops), including component replacement, system imaging, BIOS/UEFI updates, and firmware upgrades to restore devices to operational status.
  • Install, configure, and maintain operating systems (Windows 10/11, macOS, selected Linux distributions), apply system and security patches, and manage OS images using tools such as Microsoft Endpoint Configuration Manager (SCCM) or Microsoft Intune.
  • Create, manage, and deprovision user accounts and access permissions in Active Directory, Azure AD, and Google Workspace; enforce password policies, multi-factor authentication (MFA), and role-based access controls.
  • Support and troubleshoot Microsoft 365 and Google Workspace applications (Outlook, Teams, SharePoint, OneDrive, Gmail, Drive), including mailbox issues, sync problems, and collaboration tool configurations.
  • Configure, support, and troubleshoot corporate VPN clients, remote access solutions, and secure remote desktop tools (Microsoft Remote Desktop, TeamViewer, AnyDesk) to enable remote or hybrid workforce productivity.
  • Resolve network connectivity and basic infrastructure issues: Wi‑Fi authentication and performance troubleshooting, TCP/IP, DNS, DHCP, and switching troubleshooting at the user level; coordinate with Networking team for escalations.
  • Maintain inventory and lifecycle management of IT assets using asset management software: receive, tag, track, deploy, and retire hardware; ensure licensing compliance and update asset records.
  • Manage print environments end-to-end: deploy printers, troubleshoot connectivity and driver issues, perform firmware updates, and coordinate managed print services with third-party vendors when necessary.
  • Provide mobile device management (MDM) support for iOS and Android devices via Intune, Jamf, or comparable tools: enroll devices, enforce policies, wipe or lock lost/stolen devices, and troubleshoot app distribution challenges.
  • Execute routine backups and restores for user data and workstation images; validate backup integrity and coordinate recoveries in collaboration with Backup/DR teams.
  • Use PowerShell and basic scripting to automate repetitive support tasks, bulk user updates, software installs, and reporting, reducing mean time to resolution (MTTR).
  • Assist with onboarding and offboarding processes: provision new hires with hardware, software, and network access; securely wipe and reassign equipment during exits; document each step in HR/IT workflows.
  • Conduct root cause analysis for recurring incidents and implement permanent fixes or workarounds; escalate systemic issues into problem tickets and collaborate with engineering teams for remediation.
  • Develop, update, and maintain knowledge base articles, standard operating procedures (SOPs), and user-facing documentation to empower self-service and reduce repeat support requests.
  • Perform software installations and license management, ensuring compliance with vendor agreements and coordinating procurement of new software or renewals with procurement teams.
  • Support conference room and A/V systems: setup and troubleshoot video conferencing equipment, projectors, sound systems, and collaboration room scheduling tools for hybrid meetings.
  • Participate in scheduled maintenance windows and patching cycles, coordinate communication with affected users, and validate post-patch functionality to minimize business disruption.
  • Provide on-call or shift-based support as required, respond to critical incidents after hours, and hand off incident details with clear documentation to the following shift or escalation teams.
  • Collaborate with security teams to implement and enforce endpoint protection standards, run malware/antivirus scans, respond to security alerts, and assist with vulnerability remediation on end-user devices.
  • Coordinate with third-party vendors and service providers for hardware repairs, warranty claims, and specialized troubleshooting, acting as the IT liaison and managing vendor communication and SLAs.
  • Lead or contribute to IT projects such as desktop refreshes, OS migrations, remote work enablement initiatives, and deployment of new collaboration technologies; provide testing, communication, and rollout support.
  • Monitor and report on key support metrics (ticket volumes, SLA compliance, MTTR) and participate in continuous improvement efforts to optimize support workflows and customer satisfaction.
  • Provide in-person and virtual end-user training and coaching on standard applications, security best practices, and company IT policies to improve user adoption and reduce support incidents.
  • Assist with endpoint configuration and policy enforcement for cloud-based services, single sign-on (SSO) integrations, and identity federation projects to streamline secure access across systems.

Secondary Functions

  • Assist IT leadership with ad-hoc projects such as asset audits, vendor evaluations, and pilot programs for new desktop technologies or collaboration tools.
  • Participate in procurement planning by documenting technical requirements, evaluating vendor quotes, and testing sample hardware before large-scale purchases.
  • Support process improvement initiatives by piloting new support automation tools, enhancing ticket triage rules, and contributing to sprint planning for IT operations projects.
  • Help maintain compliance documentation and support internal/external audits related to IT asset management, data protection, and access controls.
  • Create and update onboarding checklists, quick-start guides, and end-user training materials to improve new-hire ramp-up and reduce repeated support tickets.
  • Conduct periodic workstation and peripheral audits to identify unauthorized software, unapproved devices, or security gaps and coordinate remediation actions.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient troubleshooting and diagnosis of Windows 10/11 and macOS workstation issues.
  • Hands-on experience with Active Directory and Azure AD user and group management.
  • Familiarity with Microsoft 365 / Office 365 administration (Exchange Online, Teams, OneDrive, SharePoint).
  • Practical knowledge of MDM solutions (Microsoft Intune, Jamf) for device enrollment and policy enforcement.
  • Experience with enterprise ticketing systems (ServiceNow, Zendesk, Jira) and ITSM best practices.
  • Endpoint imaging and deployment experience using SCCM / Microsoft Endpoint Manager, PXE, or similar tools.
  • Basic PowerShell scripting for automation of administrative and support tasks.
  • Understanding of networking essentials (TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting).
  • Proficiency with remote support tools (Remote Desktop, TeamViewer, AnyDesk) and secure remote access solutions.
  • Familiarity with backup/recovery processes for desktops and user data.
  • Experience supporting printers, scanners, and conference room A/V equipment.
  • Knowledge of antivirus/endpoint protection tools (Windows Defender, CrowdStrike, Symantec) and remediation workflows.
  • Basic understanding of cloud collaboration platforms (Google Workspace, Microsoft Teams) and SSO integrations.
  • Asset management and inventory tools experience for lifecycle tracking and software license reconciliation.
  • Vendor and warranty management experience for hardware service coordination.

Soft Skills

  • Strong customer service orientation with professional phone and written communication skills.
  • Analytical problem-solving and effective troubleshooting under pressure.
  • Ability to prioritize and manage multiple open tickets while meeting SLA expectations.
  • Detail-oriented documentation and knowledge base article writing.
  • Team collaboration, ability to work cross-functionally with networking, security, and application teams.
  • Adaptability to changing technologies, hybrid work environments, and on-call schedules.
  • Time management and proactive follow-through on escalations and project tasks.
  • Training and coaching skills to help non-technical users adopt best practices.
  • Positive attitude, patience, and empathy for end-users experiencing disruptions.
  • Confidentiality and ethical handling of sensitive data and credentials.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent with 1–2 years of hands-on IT support experience, or
  • Associate degree / technical diploma in IT, Computer Systems, or related field.

Preferred Education:

  • Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a closely related field.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Network Administration
  • Systems Administration
  • Cybersecurity

Experience Requirements

Typical Experience Range: 1–5 years of direct end-user support in a corporate or enterprise environment.

Preferred:

  • 3+ years supporting Windows and macOS endpoints, Active Directory, Microsoft 365, and enterprise ticketing systems.
  • Demonstrated experience with device imaging/deployment (SCCM/Intune), MDM, and basic scripting (PowerShell).
  • Prior work in environments with formal ITIL/ITSM processes and documented SLAs.
  • Experience supporting remote/hybrid work scenarios and familiarity with A/V and conferencing solutions.
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