Desktop Support Technician

Provide first- and second-level desktop support for local and remote users in a Windows and Microsoft 365 environment.

Responsibilities

• Deliver first- and second-level support for end-user hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate incident and service request documentation in an IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11 operating systems.
• Support the Microsoft Office 365 suite for end users.
• Provide foundational support for macOS environments for Apple device users.
• Install, configure, and support enterprise applications, including Cisco Jabber and other approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripherals.
• Perform routine preventive maintenance on computers, laptops, and printers.
• 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 for complex audio/visual (AV) remediation as required.
• Provide timely, 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.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications.
• 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 hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows 10 and/or Windows 11 environments.
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (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 with PC and laptop hardware installation, configuration, and troubleshooting.
• 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 devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical and problem-solving skills with technical troubleshooting ability.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills for non-technical audiences.
• Demonstrated commitment to high-quality customer service for internal stakeholders.
• Ability to adapt to evolving technology and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response.
• ServiceNow: 3 years (Required)
• SCCM: 3 years (Required)
• Desktop support: 3 years (Required)

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Active Directory
• Group Policy Objects (GPOs)
• MDM
• iOS
• Android
• ServiceNow
• 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 weighing 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.

Pay and Schedule

• $20.00 - $23.00 per hour
• 40.0 hours per week

Job Details

• Full-time
• In person work location
• Location: Canaan, CT (onsite)