Desktop Support Technician

Ovation Workplace Services is hiring a Desktop Support Technician to provide consistent, day-to-day assistance for end users in a local and remote support model. This onsite role in Rensselaer, NY focuses on troubleshooting desktops and supported applications, documenting every step, and keeping incident records up to date in a ticketing system.

In this position, you will handle inbound support requests, diagnose and resolve hardware and software faults, and coordinate with internal leadership and third-party partners when issues require deeper remediation. You will also support approved desktop software across supported Windows platforms, assist with peripherals and network-connected problems, and communicate status and resolution timelines to customers.

Responsibilities

• Provide local and remote day-to-day desktop support for customer issues
• Receive inbound calls, troubleshoot hardware, software, and application challenges, and document resolution steps in a ticketing system
• Support customer resolution on calls and escalate to supervisors and managers to maintain operational consistency across shifts in the IT Support Center
• Perform break/fix fault diagnosis and resolution
• Conduct fault analysis across customers’ core operating systems and platforms
• Deliver first- and second-level contact and problem resolution for customer-reported incidents
• Provide desktop fault resolution for the approved application suite
• Work with third-party vendors to remediate complex AV issues as needed
• Provide timely communication on issue status and resolution
• Maintain ticket updates for all reported incidents
• Install, upgrade, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010
• Install, upgrade, support, and troubleshoot Cisco Jabber and other authorized desktop applications
• Support Apple PC users by using basic knowledge of the Mac operating system
• Install, upgrade, support, and troubleshoot printers and authorized computer hardware
• Perform general preventative maintenance on computers, laptops, and printers
• Complete remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment
• Use diagnostic tools to troubleshoot network connectivity issues and workstation hardware/software problems
• Apply broad IT experience with basic understanding of networks, servers, audio/visual, smart devices, and telecoms
• Work in a project-based environment requiring flexibility and teamwork
• Perform other duties as assigned

Requirements

• Bachelor’s Degree or equivalent in Computer Science or a related field
• CompTIA A+
• Microsoft Certified Professional (MCP) or better
• Minimum 18 months of IT experience
• Experience with Windows 7–10, Microsoft Active Directory, and the use of GPOs, plus MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems
• Experience with mobile device management for iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory
• Proven analytical, troubleshooting, and problem-solving skills
• Ability to multi-task, determine priorities effectively, and meet SLA expectations
• Excellent communication, relationship-building, and internal customer service skills
• Ability to adapt and stay flexible in a fast-changing industry and work environment
• Willingness to work off-hours and weekends when required for projects or emergency support
• Desktop support experience: 3 years (Required)
• Active Directory experience: 3 years (Required)

Technologies

• Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010, Microsoft Office 365
• Cisco Jabber
• Microsoft Active Directory, GPOs
• Enterprise anti-virus solutions, helpdesk ticketing systems
• iOS, Android
• Enterprise encryption solutions
• Mac operating system
• Printers, PC hardware
• Network connectivity
• Audio/Visual, smart devices, telecoms

Benefits

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

Job Type: Full-time (in person)

Location: Rensselaer, NY

Pay: $20.00 - $23.00 per hour

Expected Hours: 40.0 per week