Desktop Support Technician

Ovation Workplace Services is seeking a Desktop Support Technician to provide dependable first- and second-level technical assistance across local and remote environments. In this onsite role in Niskayuna, NY, you will troubleshoot end-user hardware and software issues, document each case in the IT ticketing system, and coordinate escalations to support service level agreements.

This position focuses on resolving Windows and macOS user needs, installing and maintaining core productivity tools like Microsoft Office 365, and ensuring workstation readiness through preventive maintenance and repairs. You will also support mobile device management for iOS and Android devices within the enterprise environment and help coordinate vendor involvement for complex audio/visual challenges when needed.

Key Responsibilities

• Provide first- and second-level technical support for end users 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 supported Windows operating systems, including Windows 10 and Windows 11, along with the Microsoft Office 365 suite.
• 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 peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers, and complete remedial repairs as needed.
• 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, 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.
• Apply working knowledge across networks, servers, audio/visual systems, smart devices, and telecommunications to support a range of IT needs.
• Perform other duties as assigned by management to support 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 work experience.
• Minimum 18 months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows environments, including Windows 10 and/or Windows 11.
• Proficiency in Windows, 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 and problem-solving skills with effective technical troubleshooting ability.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills for explaining technical topics to non-technical audiences.
• Demonstrated 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 as required.

Technologies

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

Education and Experience Details

• MacOS Server: 1 year (Required)
• Desktop support: 3 years (Required)
• Active Directory: 3 years (Required)

Compensation and Benefits

Salary: USD 40,000 - 49,920 per year.

• 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.

Work Environment and Physical Requirements

• 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 is 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.