Desktop Support Technician

The Desktop Support Technician provides first- and second-level support for local and remote end users, handling troubleshooting across hardware, software, and applications. This onsite role in Los Angeles supports Windows and Microsoft Office 365 users, with additional foundational support for macOS and enterprise device management.

Key Responsibilities

• Provide first- and second-level technical support for end users experiencing issues with hardware, software, and applications 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, including Windows 10 and Windows 11.
• Support and troubleshoot the Microsoft Office 365 suite for end users.
• Deliver 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 for computers, laptops, and printers to support ongoing reliability.
• Complete remedial repairs on desktops, laptops, printers, and related peripherals.
• Use diagnostic tools to troubleshoot network connectivity issues and workstation hardware or software problems.
• Coordinate with third-party vendors to resolve complex audio/visual (AV) issues when required.
• Provide 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 within the enterprise environment.
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.

Required Skills and Experience

• 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 capabilities.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills, with the ability to explain technical topics clearly to non-technical audiences.
• Commitment to high-quality customer service for internal stakeholders.
• Ability to adapt to changing technology and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled projects or emergency response.

Minimum Qualifications

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

Technology Stack

• Windows 10, Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• iOS, Android
• Mobile device management (MDM)
• Microsoft Active Directory, Group Policy Objects (GPOs)
• Helpdesk ticketing systems, IT service management practices
• Windows device management via Active Directory
• Enterprise antivirus, endpoint protection solutions
• Enterprise encryption solutions
• Audio/visual (AV), networks, servers, smart devices, telecommunications

Work Location and Compensation

Location: Los Angeles, CA (onsite)
Pay: USD 21 - 23 per hour

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 weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is primarily performed 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.