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At Loftware, it's all right there the scale, the expertise, and the opportunity to grow your career in a business-critical industry. Job Title: Desktop Support Specialist Location: Portsmouth, NH (on-site) Please note: Visa sponsorship is not available for this role. About the Role We are looking for a Desktop Support Specialist who is passionate about delivering exceptional employee technology experience. This role is a key member of the Service Desk and Employee Enablement function, serving as the frontline for IT support while continuously improving how employees interact with technology. Based in our Portsmouth, NH office, you will provide hands-on and remote support, ensure seamless onboarding and day-to-day operations across multiple regions and time zones. Success in this role means not just fixing issues but enabling people to do their best work through reliable, well-supported technology wherever they are located. Key Responsibilities Serve as the primary point of contact for IT support requests via in-person, phone, and ticketing system supporting employees globally. Fix hardware, software, and connectivity issues for laptops and mobile devices. Provide prompt, professional, and customer-centric support utilizing the ITSM platform and appropriate communication channels. Escalate more complex issues to senior team members or specialized support teams while maintaining ownership and communication. Employee Enablement & Onboarding Support employee onboarding and offboarding by preparing hardware, configuring systems, and ensuring appropriate access to tools and applications. Assist with user account setup, permissions, and access management within identity and endpoint management platforms. Partner with HR, Facilities, and global IT colleagues to provide a smooth, consistent onboarding experience for employees worldwide. Global IT Collaboration Work closely with a distributed, global IT team to ensure consistent support processes and standards. Support employees across multiple regions and time zones, adapting communication and support approaches as needed. Participate in knowledge sharing and documentation to help improve global Service Desk operations. Systems, Tools & Operations Deploy, configure, and maintain computer images and standard business applications. Assist with basic network and connectivity troubleshooting. Log, track, and update incidents and requests in the ITSM system. Contribute to Service Desk documentation and knowledge base articles. Required Qualifications Proven experience in a desktop support or service desk role. Ability to manage multiple priorities in a fast-paced, on-site environment. Foundational knowledge of computer hardware, operating systems (Windows and/or macOS), and common business applications. Basic understanding of networking concepts and troubleshooting. Strong problem-solving skills and eagerness to learn. Clear verbal and written communication skills with a customer-service mindset. Ability to work on-site in the Portsmouth, NH office and support a global workforce. Preferred Qualifications Exposure to Microsoft Entra ID (Azure Active Directory) or endpoint management tools. Familiarity with cloud-based applications and SaaS environments. IT certifications such as CompTIA A+, Network+, or Microsoft certifications. Experience supporting users across different locations or time zones. We win with inclusion At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. About us We make the Supply Chain work At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.
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- English
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