Desktop Support Technician

Ovation Workplace Services Inc is seeking a Desktop Support Technician to provide first- and second-level technical support for local and remote users in a Dallas, TX onsite environment. The role focuses on troubleshooting hardware and software, documenting incidents in the IT ticketing system, and escalating issues in time to meet SLAs across Windows, macOS, and enterprise tools.

What you’ll do

• Provide first- and second-level desktop support for hardware, software, and application issues through phone support, 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 operating systems and the Microsoft Office 365 suite.
• Offer foundational support for macOS users and Apple devices.
• 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 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 more complex audio/visual (AV) issues when needed.
• Provide timely, professional status updates to end users and stakeholders for 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 range of IT needs.
• Perform other duties as assigned to support departmental and organizational objectives.

Required skills and experience

• 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 using helpdesk ticketing systems and following IT service management practices.
• Knowledge of MDM platforms that support iOS and Android.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical and problem-solving skills with effective technical troubleshooting.
• Ability to manage multiple priorities, work independently, and meet established SLAs.
• Excellent verbal and written communication skills, with the ability to explain technical details clearly to non-technical audiences.
• Commitment to 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 as required.

Minimum qualifications

• 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 of eighteen (18) months of hands-on experience in desktop support, help desk, or IT support.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
• CompTIA A+ or equivalent vendor-neutral credential (preferred).
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification (preferred).

Technologies you’ll work with

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

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 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: Dallas, TX (onsite)
Compensation: $20–$23 per hour
Experience level: Minimum 18 years of experience (as listed)