Overview Job Description – DSS L1 (Desktop Support Specialist Level 1) Role Summary The DSS L1 resource provides first-level technical support to end users, ensuring timely resolution of hardware, software, and basic network-related issues while maintaining high customer satisfaction. Responsibilities Provide Level 1 technical support for desktops, laptops, printers, and peripherals Handle incidents and service requests via ticketing systems (email, phone, portal) Troubleshoot Windows OS, MS Office, Outlook, and basic applications Assist with user account management (password reset, access issues, basic AD tasks) Perform basic network troubleshooting (LAN, Wi-Fi, VPN connectivity) Install, configure, and update software and hardware Escalate unresolved issues to L2/L3 teams with proper documentation Follow SLA, SOPs, and security policies Provide on-site or remote support as required Maintain accurate ticket updates and resolution notes Required Skills & Qualifications Diploma or Bachelor's degree in IT or related field 0–2 years of experience in IT/Desktop Support Good knowledge of Windows OS, MS Office, basic networking Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.) Strong communication and customer service skills Ability to work in shifts and under pressure Nice to Have Basic knowledge of Active Directory, O365, VPNs IT certifications (CompTIA A, ITIL – preferred but not mandatory) J-18808-Ljbffr