What are the responsibilities and job description for the Desktop Support III position at ZAGG Inc?
Position Summary:
The Desktop Support Specialist III is responsible for providing advanced technical support for end-users, both onsite and remotely. This role focuses on the provisioning, configuration, maintenance, and troubleshooting of hardware, software, and related IT infrastructure. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and a customer-first mindset. Support basic network and systems administration tasks, including user account management, group policy changes, shared drive permissions, VLAN port tracing, and coordination with infrastructure teams. This position plays a critical role in ensuring that all IT systems operate efficiently and securely, in alignment with company standards.
Primary Responsibilities:
The Desktop Support Specialist III is responsible for providing advanced technical support for end-users, both onsite and remotely. This role focuses on the provisioning, configuration, maintenance, and troubleshooting of hardware, software, and related IT infrastructure. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and a customer-first mindset. Support basic network and systems administration tasks, including user account management, group policy changes, shared drive permissions, VLAN port tracing, and coordination with infrastructure teams. This position plays a critical role in ensuring that all IT systems operate efficiently and securely, in alignment with company standards.
Primary Responsibilities:
- Provide Tier support for end-user devices including desktops, laptops, mobile devices, printers, and peripherals
- Troubleshoot hardware, software, and network-related issues in a timely and professional manner.
- Support users both in-person at the office and remotely via phone, email, or remote support tools.
- Perform system imaging, deployment, provisioning, and decommissioning of user devices.
- Maintain and update helpdesk tickets, ensure accurate documentation and timely resolution.
- Assist in maintaining Active Directory accounts, groups, and GPOs.
- Support Microsoft Intune, Autopilot, and mobile device management.
- Assist with Office 365 administration and support.
- Manage and troubleshoot both Windows and Mac OS environments.
- Maintain accurate inventory of hardware and software assets. Track equipment assignments and returns.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
- Support employee onboarding and offboarding processes, including account setup and equipment preparation.
- Act as an escalation point for Tier I and II support when issues require advanced troubleshooting.
- Collaborate with other IT teams (Networking, Security, Systems Administrators) to ensure end-user needs are met.
- Support and maintain network printers and desktop printers.
- Maintain compliance with organizational IT policies and procedures.
- Participate in after-hours and weekend support as needed.
- Mentorship or training responsibilities for Tier I and II staff
- Participation in infrastructure or endpoint lifecycle planning
- Project participation (e.g., Horizon support, endpoint security, OS Migrations)
Required Qualifications:
- High school diploma or equivalent required
- Minimum 3–5 years of experience in desktop or technical support roles
- Ability to lift and carry up to 50 lbs
Technical Skills:
- Strong troubleshooting and problem-solving skills.
- Experience with helpdesk ticketing systems.
- Advanced knowledge of Windows and Mac desktop operating systems.
- Experience using Smartsheet for task management and IT documentation.
- Familiarity with Microsoft Intune and Autopilot.
- Solid understanding of Windows Active Directory, file sharing, OU structure, GPO, and user/group management.
- Experience with scripting (PowerShell, Batch).
- Basic understanding of networking fundamentals (DNS, DHCP, NTP, TCP/IP).
- Proficiency with Microsoft Office 365 applications.
- Experience supporting and troubleshooting printers.
- Experience managing mobile devices and carrier accounts.
- Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop, LogMeIn, or similar).
- Experience supporting VPN clients and remote access solutions.
Soft Skills:
- Strong communication skills — in-person, over the phone, and via email
- Positive, customer-focused attitude with a desire to help and resolve issues
- Ability to work independently as well as part of a team
- Highly motivated, self-starter with the ability to manage multiple priorities
- Strong attention to detail and ability to follow documented procedures
- Willingness to learn new technologies and improve skills regularly
- Ability to work under pressure and meet deadlines
- Flexible availability to work after hours or weekends as needed
- High ethical standards and professionalism
ZAGG Brands is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business need—regardless of race, color, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic.