Desktop Support Technician

Ovation Workplace Services is hiring a Desktop Support Technician to provide first- and second-level technical support for onsite and remote users in Grove City, PA.

Responsibilities

• Provide first- and second-level technical support for end users covering hardware, software, and application issues via phone, remote access tools, and on-site assistance
• Log, track, and maintain accurate documentation for incidents and service requests in the designated IT ticketing system
• Install, configure, upgrade, and troubleshoot supported Windows operating systems, including Windows 10 and Windows 11
• Support Microsoft Office 365 through installation, configuration, and troubleshooting
• Provide foundational support for macOS environments 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 to support operational reliability
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment
• 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 as required
• Deliver timely and professional status updates to end users and stakeholders on 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 range of IT needs
• Complete other duties assigned by management in support of departmental and organizational objectives

Requirements

• 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 experience
• 18 months minimum of hands-on experience in desktop support, help desk, or IT support capacity
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11
• 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 via Active Directory
• Strong analytical, problem-solving, and technical troubleshooting skills
• Ability to manage multiple priorities, work independently, and consistently meet established SLAs
• Excellent verbal and written communication skills for explaining technical information to non-technical audiences
• Commitment to delivering high-quality customer service to internal stakeholders
• Ability to adapt to rapidly changing technology 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
• Active Directory
• Group Policy Objects (GPOs)
• iOS
• Android
• Mobile Device Management (MDM)
• Enterprise antivirus
• Endpoint protection solutions
• Helpdesk ticketing systems
• IT service management practices
• Enterprise encryption solutions

Benefits

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

Preferred Certifications

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

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 or move IT equipment up to 50 pounds
• May require bending, kneeling, or crouching to install or service equipment
• Work is 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

Position Details

• Location: Grove City, PA (onsite)
• Employment type: Full-Time
• FLSA classification: Non-Exempt
• Work location: In person
• Pay: $35,000.00 - $47,000.00 per year
• Department: Information Technology
• Job type: Full-time

Experience (Required)

• SCCM: 2 years
• Desktop support: 2 years
• Active Directory: 2 years