Desktop Support Technician

The Desktop Support Technician provides first- and second-level technical support for end users across local and remote environments. The role focuses on troubleshooting end-user hardware and software, recording incidents in an IT ticketing system, and escalating issues to help maintain service-level agreements.

Role Responsibilities

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

Required Qualifications

• Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education, training, and directly related work experience.
• Experience: Minimum eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Windows experience: Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
• Certification: CompTIA A+ or an equivalent vendor-neutral credential.
• Microsoft certification: MCP, Microsoft 365 Fundamentals, or a higher-level Microsoft certification.

Minimum Job Requirements (Additional Experience)

• SCCM: 2 years (Required)
• Desktop support: 2 years (Required)
• Active Directory: 2 years (Required)

Required Knowledge, Skills, and Abilities

• Proficiency in 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 MDM platforms supporting iOS and Android.
• Familiarity with enterprise encryption solutions and Windows device management via 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, including conveying technical information clearly to non-technical audiences.
• Commitment to 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.

Technologies

• Windows 10, Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Microsoft Active Directory
• Group Policy Objects (GPOs)
• MDM
• iOS
• Android

Benefits

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

Work Details

• Job type: Full-time
• Pay: $35,000.00 - $47,000.00 per year
• Work location: In person
• Location: Natrona Heights, PA (onsite)

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 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.