IT Desktop Support

Axiom

Pittston, PA, United States

3 months ago

Role details

Contract type

Permanent contract

Employment type

Part-time (≤ 32 hours)

Experience level

Starter

Experience required

1 year minimum

Working hours

Regular working hours

Job source

indeed.com

Tech stack

Microsoft Windows Active Directory Apple Mac Systems JIRA Dynamic Host Configuration Protocol Domain Name System (DNS) Virtual Private Networks (VPN) Microsoft Office Networking Basics Software Deployment TCP/IP Information Technology

+3 more

Laptops Zendesk Servicenow

Job description

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly-either directly or by coordinating with other technicians-by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users., Technical Support:

Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
Troubleshoot and resolve issues related to Windows, macOS, Office 365, networking, VPN, and other business-critical applications.
Assist with system setups, hardware deployment, and software installations.
Perform password resets, account unlocks, and basic user account administration.
Maintain documentation of technical procedures and known issues.

Dispatch & Coordination:

Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
Act as the central coordinator for all Desktop Support operations-ensuring efficient resource allocation.
Follow up on open tickets to ensure resolution and customer satisfaction.
Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
Track SLA compliance and keep stakeholders informed of ticket status and updates.
Create shift handover reports and maintain accurate logs of ongoing issues.

Requirements

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
1-2 years of hands-on experience in a desktop support or helpdesk environment.
Experience with dispatching or coordinating IT support is a strong plus.

Technical Skills:

Proficiency in supporting Windows and Mac OS environments.
Familiarity with Microsoft Active Directory, Exchange, and Office 365.
Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).

Preferred Certifications:

CompTIA A+, Network+, or Security+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation (for process-oriented environments)

About the company

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.