Desktop Support Technician

Desktop Support Technician provides first- and second-level IT support for onsite and remote users, helping troubleshoot and resolve end-user technology issues while maintaining service levels.

Responsibilities

• Provide first- and second-level technical support for end users for hardware, software, and application problems via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all 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 the Microsoft Office 365 suite, including installation, configuration, and issue troubleshooting.
• Provide foundational support for macOS environments 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 routine preventive maintenance on computers, laptops, and printers to support 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 remediate complex audio/visual (AV) issues as required.
• Provide timely status updates to end users and stakeholders for 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 across a variety of IT needs.
• Perform other duties as assigned by management to support departmental and organizational objectives.

Requirements

• Education: 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.
• Experience: Minimum of 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 with 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, problem-solving, and 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 delivering 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.
• Physical ability to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasional lifting/moving of IT equipment up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work performed 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.

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• iOS
• Android
• Microsoft Active Directory
• Group Policy Objects (GPOs)
• MDM (mobile device management)
• Active Directory
• Windows device management
• Enterprise antivirus
• Endpoint protection solutions
• Enterprise encryption solutions
• Audio/visual (AV)
• Smart devices

Benefits

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

Certifications (Preferred)

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

Job Details

• Employment type: Full-Time
• Department: Information Technology
• FLSA classification: Non-Exempt
• Pay: $20.00 - $23.00 per hour (USD)
• Expected hours: 40.0 per week
• Work location: In person
• Location: Queensbury, NY (onsite)