Desktop Support Technician (55998)

The Help Desk Technician at American Home Furniture provides responsive technical support to employees by troubleshooting hardware, software, network, printer, mobile device, and business application issues. This role delivers excellent customer service, documents support activity in the ticketing system, and helps ensure employees have the technology and access needed to work effectively., * Provide Tier 1 and Tier 2 technical support to internal users by phone, email, remote tools, and onsite assistance.

• Troubleshoot, resolve, and escalate hardware, software, connectivity, printer, mobile device, and application issues as appropriate.

• Log, track, document, and follow up on support requests in the ITSM ticketing system to ensure timely resolution and clear communication.

• Install, configure, deploy, maintain, and repair computers, peripherals, operating systems, and standard business applications.

• Support employee onboarding and offboarding by preparing equipment, provisioning access, and recovering company assets.

• Maintain accurate inventory records for IT equipment, software, licenses, and related technology assets.

• Assist with software updates, endpoint protection, patching, system maintenance, and technology refresh initiatives.

• Create and maintain user documentation, knowledge base articles, and troubleshooting guides for common issues.

• Identify recurring technical problems and recommend process improvements to reduce support volume and improve service delivery.

The ideal candidate is a customer-focused IT professional with 1-5 years of technical support experience who enjoys solving technology problems, delivering excellent service, and helping employees remain productive through effective and timely technology support., * 1-5 years of experience in an IT help desk, desktop support, or technical support role.

• Bachelor's degree in information technology or equivalent related experience preferred.

• CompTIA A+, Network+, Microsoft, or similar technical certifications preferred.

• Working knowledge of Windows and/or Mac operating systems, Microsoft 365, business applications, printers, mobile devices, and basic networking concepts.

• Strong troubleshooting, problem-solving, communication, documentation, and customer service skills.

• Ability to manage multiple priorities, follow established procedures, and work independently or as part of a team.

ADDITIONAL SKILLS AND REQUIREMENTS

• Service-oriented mindset with a professional, patient, and helpful approach to user support.

• Ability to learn new systems quickly and adapt to changing technology needs.

• Strong attention to detail and commitment to accurate ticket documentation and asset tracking.

PHYSICAL REQUIREMENTS

• Ability to sit, stand, walk, bend, reach, and use a computer, keyboard, and phone for extended periods.

• Ability to lift, carry, move, and set up computer equipment, monitors, printers, and related peripherals up to 50 pounds with or without reasonable accommodation.

• Ability to work in office, workstation, and equipment areas, including under desks or around cabling as needed.

• Ability to travel between local work areas or company locations as required.