Desktop Support Technician

This onsite Desktop Support Technician role in Lafayette, IN supports Ovation Workplace Services by delivering first- and second-level technical assistance for hardware, software, and applications across local and remote environments. The position emphasizes incident documentation and timely escalation to meet service-level agreements, with compensation of USD 20 to 23 per hour. A relevant education credential is required, and the role demands a substantial amount of experience.

Responsibilities

• Provide first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows operating systems (Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Offer foundational support for macOS environments to assist Apple device users.
• Install, configure, and support enterprise applications, including Cisco Jabber and other approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.

Requirements

• Minimum experience: 18 years.
• Education: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Microsoft Active Directory
• Group Policy Objects (GPOs)
• Mobile Device Management (MDM) platforms
• Enterprise antivirus and endpoint protection solutions
• ServiceNow
• Windows Server

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Physical Requirements and Work Environment

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

Experience

• Desktop support: 3 years (Required)
• ServiceNow: 3 years (Required)
• Microsoft Windows Server: 3 years (Required)

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification