Desktop Support Technician

Under the general supervision of the IT Manager, the Tier 1 IT Support Technician provides front-line technical support to end users across the organization. This position is responsible for troubleshooting hardware, software, and connectivity issues; performing user account administration; and assisting with onboarding, offboarding, and general IT operations in a professional and customer-focused manner.

Primary Responsibilities:

Technical Support:

· Respond to and resolve help desk tickets via phone, email, or ITSM/ticketing system in a timely and courteous manner.

· Provide technical support for desktops, laptops, printers, mobile devices, VoIP phones, and other peripherals.

· Diagnose and troubleshoot hardware, software, and connectivity issues, escalating to higher-tier support as appropriate.

· Perform user administration in Active Directory, Microsoft 365, and various third-party applications (account creation, password resets, group assignments, and license management).

· Support onboarding and offboarding processes, including workstation setup, imaging, software installation, and hardware deployment.

· Maintain detailed documentation of all incidents, configurations, and resolutions within the IT ticketing system.

· Support remote and hybrid users using secure remote access tools.

Training and Knowledge Sharing:

· Assist end users by providing basic training and guidance on IT systems, tools, and best practices.

· Contribute to internal knowledge base documentation and standard operating procedures.

Professional Conduct and Collaboration:

· Maintain consistent attendance and adhere to established work schedules and organizational policies.

· Participate in team meetings, training sessions, and professional development opportunities.

· Foster a cooperative and service-oriented work environment with colleagues, supervisors, and external partners.

Organizational Values and Other Duties

· Demonstrate professionalism and uphold organizational values in all interactions.

· Serve as a positive representative of the IT department, providing excellent customer service.

· Perform additional duties, special projects, or responsibilities as assigned by the IT Manager.

Knowledge and Skills

· Proficient in Windows 10/11, Microsoft Office Suite, and Microsoft 365 administration.

· Experience providing end-user support for hardware, software, and peripheral devices.

· Basic understanding of networking concepts, including DNS, DHCP, IP addressing, and VPN connectivity.

· Strong problem-solving and multitasking abilities with attention to detail.

· Excellent communication and customer service skills.

Experience and Education

· 1-2 years of experience in an IT help desk, desktop support, or similar technical support role.

· Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) preferred but not required.