Desktop Support Technician

Ovation Workplace Services is seeking a Desktop Support Technician to provide reliable first- and second-level technical assistance for both local and remote users. In this in-person role in Wexford, PA, you will troubleshoot hardware and software, maintain clear incident records in an IT ticketing system, and escalate items as needed to help meet service-level expectations.

You will support end users across common workstation and productivity platforms, including Windows and Microsoft 365, while also contributing to device upkeep, diagnostic efforts, and coordinated remediation when issues involve third-party vendors.

What you’ll do

• Provide first- and second-level support for 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 within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11, along with the Microsoft Office 365 suite.
• Support macOS environments to assist users of Apple devices.
• 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 for computers, laptops, and printers, plus remedial repairs when issues occur.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software problems.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Deliver timely, professional 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.
• Use working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a range of IT needs.
• Perform other duties as assigned to support departmental and organizational objectives.

What you bring

• 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.
• Proficiency in Windows, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• 2 years each of required experience in SCCM, desktop support, and Active Directory.
• Experience installing, configuring, and troubleshooting PC and laptop hardware.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with 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 and troubleshooting skills, with the ability to manage multiple priorities and work independently while meeting established SLAs.
• Excellent verbal and written communication skills to explain technical information clearly to non-technical audiences.
• Demonstrated commitment to high-quality customer service for internal stakeholders.
• Ability to adapt to changing technologies and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

Technology focus

• Windows 10, Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Microsoft Active Directory, Group Policy Objects (GPOs), Active Directory
• iOS, Android, mobile device management (MDM)
• Helpdesk ticketing systems
• Enterprise antivirus and endpoint protection solutions
• Enterprise encryption solutions

Salary, schedule, and work environment

• Employment type: Full-Time
• FLSA classification: Non-Exempt
• Work location: In person
• Pay: $35,000.00 - $47,000.00 per year
• Minimum experience: 18 years

Physical requirements/work environment: Work primarily occurs in a standard office or data center environment with moderate noise levels. The role regularly requires sitting, standing, walking, and use of hands to operate a computer keyboard and standard office equipment. You may occasionally need to lift or move IT equipment up to 50 pounds and may be required to bend, kneel, or crouch to install or service equipment. Travel to or work at multiple organizational sites or client locations may be required.

Benefits

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

Certifications (preferred)

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