Desktop Support Specialist

What the role needs

• Provide Level 1 & 2 support for Service Desk tickets and escalations via Slack, email, or in-person
• Accurately document and prioritize requests using the ticketing system to meet SLAs and deadlines
• Troubleshoot and diagnose a variety of technical issues using effective questioning and problem-solving skills
• Configure, deploy, and maintain computer hardware, software, and peripheral devices
• Support both Mac and Windows systems across office and lab environments
• Assist with new hire onboarding and system access setup
• Manage system imaging, patching, and device lifecycle activities
• Participate in IT projects while ensuring compliance with security protocols and SOPs
• Support identity access management processes
• Provide technical support across both Lyell locations, collaborating with onsite and remote team members as needed
• 5+ years of experience in a Service Desk or Desktop Support role
• Strong communication, interpersonal, and customer service skills

From the employer

Duties: We are seeking a Senior Desktop Support Specialist to provide technical assistance and resolve issues related to computer systems, software, and hardware–including tablets, mobile devices, printers, and A/V equipment. This role supports both in-person and remote users across all company sites, ensuring timely, accurate resolutions while adhering to company procedures and service standards. This role is primarily on-site in Bothell, WA, three days per week, with one day per week spent in Seattle, WA. The candidate will also provide remote support to the South San Francisco location (likely remote work from home on Friday’s). Skills: Essential Functions: • Provide Level 1 & 2 support for Service Desk tickets and escalations via Slack, email, or in-person • Accurately document and prioritize requests using the ticketing system to meet SLAs and deadlines • Troubleshoot and diagnose a variety of technical issues using effective questioning and problem-solving skills • Configure, deploy, and maintain computer hardware, software, and peripheral devices • Support both Mac and Windows systems across office and lab environments • Assist with new hire onboarding and system access setup • Manage system imaging, patching, and device lifecycle activities • Participate in IT projects while ensuring compliance with security protocols and SOPs • Support identity access management processes • Provide technical support across both Lyell locations, collaborating with onsite and remote team members as needed Education: Requirements: • 5+ years of experience in a Service Desk or Desktop Support role • Strong communication, interpersonal, and customer service skills • Proficient in supporting and administering Microsoft 365, SharePoint, and Exchange Online • Experience with both PC and Mac hardware/software • Ability to lift up to 50 lbs and support occasional evening or weekend work • Relevant certifications (e.g., CompTIA, Microsoft, Apple) are a plus Pay Rate Range: $40-54/hr depending on experience