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Desktop Support Specialist (call center) at

Desktop Support Specialist (call center)

Medford, MA (Onsite) Full-Time


The Desktop Support Specialist role is to provide technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. This position requires a great attitude, good communication, analytical, and problem-solving skills to provide first level technical support, as well as, the ability to research, resolve and escalate IT issues when necessary.


  • Provides first-line support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions.

  • Follows documented operating procedures and customer service guidelines for IT Service Desk support.

  • Respond to support tickets and follow up with customers to ensure that their issues have been resolved.

  • Strictly adhere to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of customer service.

  • Troubleshoot a variety of hardware, software, and network issues both on-site and utilizing remote tools.

  • Diagnose and resolve end-user network, e-mail, and web access problems

  • Operations of Transdev are 24 X 7 so occasional evening or weekend work may also be required to meet deadlines or meet support needs. After hours support is also required approximately every 5-6 weeks.

  • Hours are 8am-5pm M-F with subject to change depending on business need.

  • Other duties as required.


Experience :

  • 1-2 years’ experience in IT corporate service desk support, Windows OS/Office software and ticketing systems.

Skills and Knowledge Required:

  • Knowledge of Windows desktop operating systems across computing platforms (laptops, tablets, and desktop computers). Fielding, diagnosing, and troubleshooting incoming customer requests and incidents via the phone and e-mail.

  • Excellent communication and interpersonal skills with the ability to build rapport with on site and off-site users.

  • Ability to manage own time and schedule own tasks. Must take the initiative to work efficiently without constant supervision and direction.

  • Demonstrated resourcefulness, initiative, and analytical abilities.

  • Well versed in using and supporting Microsoft Office 365 and Microsoft Authenticator. Notably Microsoft Windows, Word, Excel, Outlook, SharePoint, and Teams.

  • Practical understanding of Group Policy and Active Directory

  • Familiar with communication tools such as Slack

  • Knowledge of troubleshooting network connections, printers, share permissions and devices.

  • Proficient understanding of networking protocols such as VPN, DNS and DHCP.

  • Strong attention to detail.

  • Ability to handle multiple tasks.

  • Appreciation for security practices and policies.

About Transdev:

Based near Chicago, Transdev is the largest private-sector operator of multiple modes of transit in North America, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

EEO is the Law Poster: [ Link removed ] - Click here to apply to Desktop Support Specialist (call center)

Drug free workplace

For more information please visit our website at

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

Job Locations USA-MA-Medford

Posted Date 4 weeks ago (2/21/2023 10:15 AM)

Requisition ID 2023-25470

Position Category Information Technology (IT)

Internal Reference 405

Company/Division IntelliRide

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