Desktop Support Specialist

Desktop Support Specialist
Girl Scouts River Valleys (GSRV) seeks a Desktop Support Specialist to join our Information Services Team. This role will be responsible for providing hands-on technical support for end-user systems, including desktops, laptops, mobile devices, and peripherals. This role ensures that users have reliable access to hardware, software, and business applications by delivering excellent troubleshooting, maintenance, and issue resolution services. The Desktop Support Specialist partners closely with GSRV's offsite Managed Services Provider (MSP) for service delivery and coordinates with the Managed Security Services Provider (MSSP) to maintain device security standards and user compliance. This position requires strong technical knowledge, a service-driven mindset, and the ability to support a hybrid IT environment. The Desktop Support Specialist reports to the Senior Director of Information Services

Essential Duties and Responsibilities

• Perform installation, configuration, and setup of new desktops, laptops, mobile devices, and peripherals, including asset tracking and inventory updates.
• Support the MSP and MSSP in maintaining device readiness, including preparing systems for remote operating system and software upgrades, assisting with troubleshooting issues, and ensuring endpoint protection tools (antivirus, encryption, patching) remain active and compliant.
• Provide first-line troubleshooting for hardware, software, and connectivity issues; investigate root causes, test solutions, and document resolutions for knowledge sharing.
• Partner with the Managed Services Provider (MSP) to escalate, monitor, and resolve service tickets as needed, ensuring timely, customer-focused support.
• Assist with basic troubleshooting and support for SharePoint workflows and Power Automate processes.
• Track software licenses and assignments; recover licenses from decommissioned devices for re-use.
• Perform routine system maintenance and updates according to vendor and internal standards.
• Provide timely notification to users regarding planned maintenance, outages, and system availability changes.
• Maintain strict confidentiality regarding information processed, stored, or accessed through organizational systems.
• Manage assigned work through the help desk ticketing system, ensuring thorough documentation and follow-up.
• Support onsite technology needs for meetings and events, including setting up and troubleshooting conference room AV equipment, meeting room devices, and providing basic IT support during organizational events as needed.
• Set up workstations and provide onsite IT support for seasonal operations, including cookie warehouse locations and summer camp staff technology needs.
• Deliver basic user guidance and informal training on best practices for technology use, software features, and troubleshooting techniques.
• Maintain awareness of IT support best practices and contribute ideas for continuous improvement.
• Other duties as assigned.

Education and Experience
Required:

• Associate degree in Computer Science, Information Technology, or a related field OR an equivalent combination of education, certifications, and professional experience.
• 2+ years of hands-on experience in desktop support, help desk, or technical support roles.
• Proficiency with Windows 10/11, Microsoft 365 (Office, Teams, SharePoint), and device troubleshooting.
• Familiarity with help desk ticketing systems and basic endpoint security practices (antivirus, encryption, patching).
• Strong troubleshooting, communication, and customer service skills.

Preferred:

• Bachelor’s degree in a related field.
• 3+ years of professional IT support experience, ideally in a hybrid environment with an MSP or MSSP.
• CompTIA A+, Network+, or other relevant certifications.
• Experience supporting SharePoint workflows, Power Automate processes, and endpoint management tools (such as Intune).
• Hands-on experience with conference room AV setups and onsite event technology support.
• Previous work experience in a nonprofit, education, or mission-driven organization
• Microsoft Certified Desktop Support Technician or comparable

Knowledge and Skills

• Strong self-starter with the ability to work independently, manage time effectively, and adapt to changing prior