Desktop Support Technician

Ovation Workplace Services is hiring a Desktop Support Technician to provide reliable, hands-on help for both local and remote users in Saratoga Springs, NY. In this on-site role, you will handle first- and second-level troubleshooting, document incidents in an IT ticketing system, and support day-to-day technology across Windows, macOS fundamentals, enterprise applications, and peripherals while maintaining established SLAs.

What you’ll do

• Provide first- and second-level technical support for end users covering hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all 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, along with Microsoft Office 365.
• Offer foundational support for macOS users supporting Apple device environments.
• Install, configure, and support enterprise applications, including Cisco Jabber and other approved organization software.
• Support and troubleshoot peripherals and endpoints such as printers, desktop computers, laptops, and authorized related devices.
• Perform routine preventive maintenance on computers, laptops, and printers to support operational reliability.
• Complete remedial repairs on desktops, laptops, printers, and associated peripheral equipment.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
• Coordinate with third-party vendors when complex audio/visual (AV) issues require additional expertise.
• 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.
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a broad range of IT needs.
• Perform other duties as assigned by management in support of 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 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.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
• Proficiency in Windows, 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.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills, including the ability to explain technical information to non-technical audiences.
• Commitment to delivering high-quality customer service to 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.

Technology

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

Benefits

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

Employment type: Full-time (Job Type: Full-time). FLSA classification: Non-Exempt. Pay: $40,000.00 to $49,920.00 per year. Work location: In person.

Additional experience details

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

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 performed 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.