Desktop Support Technician

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 visits.
• Log, track, and maintain accurate incident and service request documentation within the IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11 operating systems and the Microsoft Office 365 suite.
• Offer foundational support for macOS to assist Apple device users.
• Install, configure, and support enterprise applications such as Cisco Jabber and other approved software.
• Install, configure, and troubleshoot desktops, laptops, printers, and other approved peripherals.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripherals as needed.
• Use diagnostic tools to resolve issues related to network connectivity and workstation hardware/software.
• Coordinate with third-party vendors to resolve complex audio/visual AV issues as required.
• Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
• Support enterprise mobile device management (MDM) for iOS and Android devices.
• Apply working knowledge of networks, servers, AV systems, smart devices, and telecommunications to support IT needs.
• Perform additional duties as assigned to support department and organizational goals.

Requirements

• Proficiency with Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience installing, configuring, and troubleshooting PC and laptop hardware.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience using helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android.
• Familiarity with enterprise encryption solutions and Windows device management through Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Commitment to delivering high-quality customer service to internal stakeholders.
• Adaptability to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends for project support or emergencies as needed.

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Mobile Device Management (MDM) platforms
• iOS
• Android
• Active Directory
• Group Policy Objects (GPOs)
• ServiceNow

Benefits

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

Physical requirements and work environment

• Regularly sit, stand, walk, and use hands to operate a keyboard and standard office equipment.
• Occasionally lift and move IT equipment up to 50 pounds.
• May bend, kneel, or crouch to install or service equipment.
• Work primarily in an office or data center environment with moderate noise levels.
• Occasionally travel to or work at multiple organizational sites or client locations.