Ovation Workplace Services Inc is hiring a Desktop Support Technician to provide first- and second-level IT assistance for local and remote users from a Washington, MI onsite environment. In this role, you will troubleshoot end-user hardware and software issues, support key productivity and enterprise applications, and maintain accurate incident documentation while working to service-level expectations.
What you’ll do
- Provide first- and second-level technical support for end users covering hardware, software, and application issues through phone, 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, along with the Microsoft Office 365 suite.
- Deliver foundational support for macOS environments to assist users of 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 for computers, laptops, and printers, and complete remedial repairs when issues arise.
- Use diagnostic tools to troubleshoot network connectivity and workstation hardware or software problems.
- Coordinate with third-party vendors to remediate complex audio/visual (AV) issues when required.
- Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
- Support mobile device management (MDM) for iOS and Android devices.
- Apply working knowledge across networks, servers, audio/visual systems, smart devices, and telecommunications to support a broad range of IT needs.
- Complete other duties assigned by management to support departmental and organizational objectives.
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 experience.
- Minimum 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.
- CompTIA A+ certification or equivalent vendor-neutral credential (preferred).
- Microsoft credentials such as MCP, Microsoft 365 Fundamentals, or higher-level Microsoft certifications (preferred).
- Proficiency with Windows OS, 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.
- Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
- Strong analytical and problem-solving skills with effective technical troubleshooting ability.
- 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 changing technology and shifting organizational priorities.
- Willingness to work outside standard business hours, including evenings and weekends, for scheduled projects or emergency response as needed.
Tools and technologies you may use
- 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
- Enterprise encryption solutions
- Helpdesk ticketing systems, IT service management practices, IT ticketing system
- Audio/visual (AV)
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 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.
- Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
Equal opportunity
Ovation Workplace Services Inc is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
Salary: USD 22–25 per hour. Location: Washington, MI (onsite).
This job 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.
