Desktop Support Technician

Ovation Workplace Services is seeking a Desktop Support Technician to provide first- and second-level technical support across both local and remote environments. This role focuses on keeping end users productive through hands-on troubleshooting, reliable ticket documentation, and timely escalation to help meet service-level expectations.

Based onsite in Manhattan, KS, the position supports Windows and broader enterprise tools, including Microsoft 365 and approved applications. The hourly pay range is USD 20 to 23, with a minimum of 1 year experience required.

Key Responsibilities

• Provide first- and second-level support for 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 the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems, including Windows 10 and Windows 11, along with the Microsoft Office 365 suite.
• Offer foundational support for macOS to assist users of Apple devices.
• 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 preventive maintenance on computers, laptops, and printers to support ongoing reliability.
• Complete 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 to resolve complex audio/visual (AV) issues when needed.
• Deliver professional status updates to end users and stakeholders on open incidents and resolutions.
• Support enterprise mobile device management (MDM) for iOS and Android devices.
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a range of IT needs.
• Perform other duties assigned by management in support of departmental and organizational objectives.

Required Qualifications

• 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 of eighteen (18) months of hands-on experience in desktop support, help desk, or IT support.
• Demonstrated experience supporting Windows 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 with Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience installing, configuring, and troubleshooting PC and laptop hardware.
• 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 and problem-solving skills with the ability to troubleshoot technical issues.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills for explaining technical information to non-technical audiences.
• Commitment to high-quality customer service for 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.

Technologies

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

Benefits

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

Work Environment and Physical Requirements

• 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 be required to bend, kneel, or crouch 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.

Experience Levels (Required)

• Walk - Up Desk: 1 year
• Desktop support: 3 years
• ServiceNow: 3 years