The Desktop Support Technician role delivers frontline IT support for hardware, software, and applications across local and remote environments, performing diagnostics, documenting incidents, and escalating complex issues to ensure SLA compliance.
Responsibilities
- Provide first- and second-level technical assistance to end users for hardware, software, and application problems through phone, remote access tools, and on-site visits.
- Log and track all incidents and service requests with accurate documentation in the designated IT ticketing system.
- Install, configure, upgrade, and troubleshoot Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
- Offer foundational support for macOS to assist users with Apple devices.
- Install, configure, and support enterprise applications such as Cisco Jabber and other approved software.
- Install, configure, and troubleshoot peripheral devices including printers, desktops, laptops, and related equipment.
- Conduct routine preventive maintenance on computers, laptops, and printers to sustain reliability.
- Perform remedial repairs on desktops, laptops, printers, and associated peripherals.
- Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
- Coordinate with third-party vendors to resolve complex audio/visual problems as needed.
- Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
- Support mobile device management for iOS and Android devices within the enterprise environment.
- Apply working knowledge of networks, servers, AV systems, smart devices, and telecommunications to support a broad IT scope.
- Fulfill additional duties as assigned to support departmental and organizational objectives.
Requirements
- Proficiency with Windows operating systems, Microsoft Active Directory, Group Policy Objects, 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 mobile device management platforms supporting iOS and Android.
- 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 consistently meet SLAs.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical audiences.
- Commitment to delivering high-quality customer service to internal stakeholders.
- Adaptability to a rapidly evolving technology environment and shifting priorities.
- Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
Technologies
- Windows 10
- Windows 11
- Microsoft Office 365
- macOS
- Cisco Jabber
- Active Directory
- Group Policy Objects (GPOs)
- Mobile Device Management (MDM) platforms
- Remote access tools
- Enterprise encryption solutions
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education
Minimum education includes a Master's degree in Computer Science, Information Technology, or a related field. Alternatively, an Associate's or Bachelor's degree in a pertinent discipline plus an equivalent combination of education, training, and directly related work experience may be considered to demonstrate the required knowledge and skills.
Experience
Desktop support experience is required, with a minimum of three years in a desktop support, help desk, or IT support capacity.
Certifications (Preferred)
- CompTIA A+ certification or an equivalent vendor-neutral credential
- Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification
Physical Requirements and Work Environment
- Regularly sit, stand, walk, and use hands to operate a keyboard and standard office equipment
- Occasionally lift and move IT equipment up to 50 pounds
- Bend, kneel, or crouch to install or service equipment as needed
- Work is performed primarily in a standard office or data center with moderate noise
- Travel to multiple organizational sites or client locations may be required
Location and Work Details
Location: Honolulu, Hawaii, on site
Work Location: In person
Ability to Commute: Honolulu, HI 96819 (Required)
Willingness to Travel: 50% (Preferred)
Equal Employment Opportunity
We are an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.
Disclaimer
This description outlines the general nature and scope of the role and is not an exhaustive list of duties or requirements. Management may modify responsibilities as business needs evolve.
Job Type
Full-time
Pay
USD 35,000.00 - 49,000.00 per year
