Desktop Support Technician

Support first-line and second-line desktop and end user support for local and remote users across Windows, Microsoft 365, and enterprise peripherals.

Responsibilities

• Provide first- and second-level technical support for hardware, software, and application issues via phone, remote access tools, and on-site visits.
• 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, currently Windows 10 and Windows 11.
• Support Microsoft Office 365 and troubleshoot Microsoft application issues.
• Provide foundational support for macOS 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 peripherals.
• Perform preventive maintenance on computers, laptops, and printers to support ongoing reliability.
• Complete 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 needed.
• Provide timely, professional status updates to end users and stakeholders for open incidents and resolution progress.
• Support mobile device management (MDM) for iOS and Android devices.
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of broad IT needs.
• Perform other duties as assigned to support departmental and organizational objectives.

Requirements

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent education and work experience combination).
• Minimum eighteen (18) months of hands-on experience in desktop support, help desk, or IT support.
• Demonstrated experience supporting Windows environments, including Windows 10 and/or Windows 11.
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft certification such as MCP, Microsoft 365 Fundamentals, or higher-level Microsoft certification.
• 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 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, problem-solving, and technical troubleshooting skills.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication, including the ability to explain technical details to non-technical audiences.
• Commitment to high-quality customer service to 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.
• Experience requirements:
  • SCCM: 2 years (Required)
  • Desktop support: 2 years (Required)
  • Active Directory: 2 years (Required)

Technologies

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

Benefits

• 401(k) matching
• 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 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 require travel to or work at multiple organizational sites or client locations.

Location: Erie, PA (onsite) | Salary: USD 35,000 - 47,000 per year | Minimum Experience: 1 year