Desktop Support Technician

As a Desktop Support Technician for Ovation Workplace Services, you will deliver local and remote desktop assistance for customer environments in Albany, NY. The role focuses on inbound support, troubleshooting, ticket documentation, and resolving hardware, software, and application issues through break/fix work and fault diagnosis.

Location and Schedule

• Work location: In person
• Location: Albany, NY
• Job type: Full-time
• Expected hours: 40.0 per week

Compensation

• Pay range: $20.00 - $23.00 per hour

What You’ll Do

• Provide day-to-day local and remote desktop support by receiving inbound calls, answering questions, troubleshooting issues, and documenting steps in a ticketing system.
• Support customer resolution on calls and coordinate with supervisors and managers to maintain operational consistency across shifts within the IT Support Center.
• Perform break/fix service and conduct fault diagnosis and resolution for customer desktop environments.
• Carry out fault analysis across core operating systems and platforms and apply desktop fault resolution for approved applications.
• Serve as a first and second level contact for customer issues, driving problem resolution and maintaining accurate ticket updates for incidents.
• Work with third-party vendors to remediate complex AV issues when needed.
• Provide timely communication regarding issue status and resolution.
• Install, upgrade, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, as well as Microsoft Office 365 and Cisco Jabber and other authorized desktop applications.
• Provide basic support for Mac operating systems to assist Apple PC users.
• Install, upgrade, support, and troubleshoot printers, computer hardware, desktops, laptops, printers, and other authorized peripheral equipment.
• Perform general preventative maintenance tasks for computers, laptops, and printers.
• Use diagnostic tools to troubleshoot network connectivity issues and workstation hardware and software problems.
• Apply broad IT experience with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Operate in a project-based environment requiring flexibility and teamwork, and handle other duties as assigned.

Required Qualifications

• Education: Bachelor’s Degree or equivalent in Computer Science or a related field
• Experience: Desktop support: 3 years (Required)
• Experience: Active Directory: 3 years (Required)
• Certifications: CompTIA A+
• Certifications: Microsoft Certified Professional (MCP) or better
• Additional experience: Minimum 18 months of IT experience
• Windows: Windows 7-10
• Microsoft Active Directory and GPO utilization
• MS Office 365
• PC hardware installation and troubleshooting
• Enterprise anti-virus solutions
• Helpdesk ticketing systems
• Mobile device management: iOS and Android devices
• Enterprise encryption solutions
• Windows PC/laptop management via Active Directory
• Skills: Analytical, troubleshooting, and problem-solving skills
• Skills: Ability to multi-task, determine priorities effectively, and meet SLAs
• Skills: Communication, relationship-building, and internal customer service skills
• Work style: Adaptable and flexible in a fast-changing environment
• Schedule flexibility: Willing to work off-hours and weekends when required for projects or emergency support

Technologies

• Windows desktop support; Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010, Microsoft Office 365
• Cisco Jabber
• Mac operating system
• Microsoft Active Directory, GPOs
• Enterprise anti-virus solutions
• Helpdesk ticketing systems
• iOS, Android
• Enterprise encryption solutions
• Diagnostic tools
• Printers; PC hardware installation and troubleshooting
• AV (Audio/Visual), smart devices, telecoms

Benefits

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