Desktop Support Technician

Desktop Support Technician role providing first- and second-level IT support for end users across local and remote environments.

Responsibilities

• Provide first- and second-level technical support for hardware, software, and application issues using 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 Windows operating systems, including Windows 10 and Windows 11
• Support and troubleshoot Microsoft Office 365 (Microsoft 365)
• Provide foundational support for macOS to assist Apple device users
• Install, configure, and support enterprise applications including Cisco Jabber and other 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 operational reliability
• Complete remedial repairs for desktops, laptops, printers, and related peripheral equipment
• Use diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues when required
• Deliver timely, professional status updates to end users and stakeholders on open incidents and resolutions
• Support mobile device management (MDM) for iOS and Android devices in the enterprise environment
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a broad range of IT needs
• Perform other assigned duties in support of 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 hands-on experience in 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 equivalent vendor-neutral credential
• Microsoft certification options: 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 devices
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory
• Strong analytical and problem-solving abilities with technical troubleshooting skills
• Ability to manage multiple priorities, work independently, and meet established SLAs
• Excellent verbal and written communication skills for conveying technical information to non-technical audiences
• Commitment to high-quality customer service to internal stakeholders
• Ability to adapt to rapidly evolving technology and shifting priorities
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled projects or emergency response as needed

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• iOS
• Android
• Microsoft Active Directory
• Group Policy Objects (GPOs)
• Mobile device management (MDM)
• IT ticketing system
• Helpdesk ticketing systems
• Active Directory
• Windows device management
• Microsoft 365 Fundamentals
• 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 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

Location: Beaverton, OR (onsite) | Compensation: $20 - $24 per hour | Experience (minimum): 1 year

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