Desktop Support Technician

The Desktop Support Technician at Ovation Workplace Services provides first- and second-level technical support for both local and remote users. This onsite role in Bethlehem, PA focuses on troubleshooting end-user hardware and software, maintaining accurate IT documentation, and supporting core operating systems, enterprise applications, and peripherals.

Key Responsibilities

• Provide first- and second-level support for end-user hardware, software, and application issues through phone support, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems, currently including Windows 10 and Windows 11, as well as the Microsoft Office 365 suite.
• Deliver foundational support for macOS environments for Apple device users.
• 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 on computers, laptops, and printers to support ongoing reliability.
• Complete remedial repairs for 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 to remediate complex audio/visual (AV) issues when required.
• Provide timely, professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Maintain 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 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 eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Hands-on experience supporting Windows environments, including Windows 10 and/or Windows 11.
• 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, problem-solving, and technical troubleshooting abilities.
• Ability to manage multiple priorities, work independently, and meet established SLAs consistently.
• Excellent verbal and written communication skills, with the ability to explain technical information to non-technical audiences.
• Demonstrated commitment to high-quality customer service to 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 project support or emergency response as required.

Technologies

• 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
• Active Directory
• Enterprise encryption solutions
• ServiceNow

Preferred Certifications

• CompTIA A+ certification or an equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or a higher-level Microsoft certification.

Benefits

• 401(k)
• 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 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.

Job Details

• Job Type: Full-time
• Location: Bethlehem, PA (onsite)
• Expected Hours: 40.0 per week
• Pay: $20.00 - $23.00 per hour
• Work Location: In person
• Experience: Walk-Up Desk: 1 year (Required); Desktop support: 3 years (Required); ServiceNow: 3 years (Required)