Desktop Support Technician

Desktop Support Technician role supports local and remote users across Windows and macOS environments, troubleshooting hardware, software, and enterprise applications while documenting incidents to meet SLAs.

Responsibilities

• Provide first- and second-level technical support for end users across hardware, software, and application issues via phone, remote access tools, and on-site support.
• Log, track, and maintain accurate documentation for incidents and service requests 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 (including installation and configuration as needed).
• Deliver foundational support for macOS users and Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other approved organization software.
• Install, configure, and troubleshoot authorized peripherals including printers, desktop computers, laptops, and related 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/software issues.
• Coordinate with third-party vendors for complex audio/visual (AV) issue remediation when required.
• Provide timely 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 additional duties as assigned by management to support departmental and organizational objectives.

Requirements

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience.
• Minimum eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows environments, including Windows 10 and/or Windows 11.
• Proficiency in Windows, 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 using helpdesk ticketing systems and following 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 technical troubleshooting skills.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills, including explaining technical information to non-technical audiences.
• Commitment to high-quality customer service for internal stakeholders.
• Ability to adapt to evolving technology and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled projects or emergency response.

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Active Directory
• Group Policy Objects (GPOs)
• Mobile device management (MDM)
• iOS
• Android
• Enterprise antivirus and endpoint protection solutions
• Enterprise encryption solutions
• Helpdesk ticketing systems
• IT service management practices

Certifications (Preferred)

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

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.