Desktop Support

We are seeking a skilled Desktop Support / Field Services Technician to provide hands-on technical support for end-user computing devices, collaboration tools, and IT infrastructure across multiple locations. The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting Windows, macOS, mobile devices, and enterprise productivity tools. This role involves desktop support, hardware break-fix, conference room support, asset management, incident management, and white-glove executive support in a fast-paced enterprise environment. Key Responsibilities Technical Support & Troubleshooting

• Provide onsite support for desktops, laptops, printers, mobile devices, and peripherals
• Diagnose and resolve hardware, software, and network connectivity issues
• Perform installations, upgrades, imaging, and device configurations
• Support conference room technology and audiovisual equipment
• Execute hardware repairs and break-fix activities

Service Delivery & Customer Support

• Respond to incidents and service requests within SLA timelines
• Deliver white-glove support for executive and VIP users
• Assist with onboarding, device setup, and user transitions
• Communicate technical issues clearly to non-technical users
• Ensure high-quality customer experience and timely issue resolution

Asset & Inventory Management

• Track IT assets and maintain accurate inventory records
• Perform asset tagging and CMDB updates in ServiceNow
• Coordinate equipment deployment, refreshes, and decommissioning
• Manage staging and imaging activities for new devices

Incident & Request Management

• Log and resolve incidents using ServiceNow or similar ITSM tools
• Escalate complex issues to higher-level support teams
• Follow SOPs, knowledge base articles, and operational procedures
• Document troubleshooting steps and technical solutions

Collaboration & Operations

• Coordinate with vendors, remote teams, and internal IT groups
• Support IT rollouts, migrations, and special projects
• Participate in disaster recovery and business continuity support
• Perform proactive site walks and equipment health checks

• Associate degree in IT, Computer Science, or equivalent experience
• 2+ years of desktop support or field services experience
• Experience supporting Windows 10/11 and macOS environments
• Knowledge of iOS and Android mobile device support
• Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Understanding of Active Directory, DNS, DHCP, and network troubleshooting
• Experience with ServiceNow or similar ITSM platforms
• Familiarity with MDM tools such as Intune or AirWatch
• Strong hardware troubleshooting and repair skills

Preferred Skills

• Experience with executive/VIP support
• Knowledge of cybersecurity best practices
• Experience with AV/conference room support
• Familiarity with asset lifecycle management
• Exposure to enterprise IT environments and multi-site support

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