Desktop Support Technician

Ovation Workplace Services is seeking a Desktop Support Technician to provide reliable, first- and second-level technical support across local and remote IT environments. This onsite role in Wamego, KS focuses on keeping end users productive by troubleshooting devices, operating systems, enterprise applications, and connectivity issues while maintaining accurate incident documentation and meeting SLAs.

What you’ll do

• Provide first- and second-level support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for incidents and service requests in the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11, along with the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users with 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 routine preventive maintenance on computers, laptops, and printers, and complete remedial repairs when needed.
• 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 as 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 in the enterprise environment.
• Demonstrate working knowledge across networks, servers, audio/visual systems, smart devices, and telecommunications to support a wide 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 experience.
• Minimum of 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 an equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or a higher-level Microsoft certification.
• Proficiency in 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 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.
• Excellent verbal and written communication skills, with the ability to explain technical details to non-technical audiences.
• Commitment to high-quality customer service to internal stakeholders.
• Ability to adapt to evolving technology and changing organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled projects or emergency response as needed.

Technologies you’ll work with

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

Compensation and benefits

• Salary: USD 20 - 23 per hour
• Benefits: 401(k), dental insurance, health insurance, paid time off, vision insurance

Role details

• Department: Information Technology
• FLSA Classification: Non-Exempt
• Employment Type: Full-Time
• Location: Wamego, KS (onsite)

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 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 be required to travel to or work at multiple organizational sites or client locations.