Desktop Support Technician

The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.

• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.

• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.

• Provide foundational support for macOS environments to assist users of Apple devices.

• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.

• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.

• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.

• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.

• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.

• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.

• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.

• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.

• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.

• Perform other duties as assigned by management in support of departmental and organizational objectives., Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.

• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.

• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.

• Provide foundational support for macOS environments to assist users of Apple devices.

• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.

• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.

• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.

• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.

• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.

• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.

• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.

• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.

• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.

• Perform other duties as assigned by management in support of departmental and organizational objectives.

· Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience.

Experience

• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.

• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.

• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.

• Experience with PC and laptop hardware installation, configuration, and troubleshooting.

• Familiarity with enterprise antivirus and endpoint protection solutions.

• Experience with helpdesk ticketing systems and IT service management practices.

• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.

• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.

• Strong analytical, problem-solving, and technical troubleshooting abilities.

• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.

• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.

• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.

• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.

• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role’s essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• 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 performed primarily in a standard office or data center environment with moderate noise levels., · Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience.

Experience

• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.

• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.

• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification., ServiceNow, Windows Support, Mac Support, IT Service Management (ITSM), Intune, Jamf, Autopilot, 2nd Level Support, Analysis Skills, Android, Antivirus, Apple, Audiovisual, Cisco Network Systems, Communication Skills, CompTIA A+, Computer Maintenance, Computer Science, Cryptography, Customer Escalations, Customer Support/Service, Desktop Administration, Desktop PC, Documentation, Emergency Response, Endpoint Security, Enterprise Applications, Enterprise Endpoint, Equipment Maintenance/Repair, Hardware Configuration Management, Hardware Installation, Help Desk, Identify Issues, Information Technology & Information Systems, Jabber, Keyboards, Laptop Hardware, Laptop PC, MCP - Microsoft Certified Professional, Mac Operating System, Maintenance Services, Manufacturing Data Management, Microsoft Active Directory, Microsoft Certifications, Microsoft Office, Microsoft Product Family, Microsoft Windows NT Group Policy, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Devices, Multitasking, Network Operations Center, Network Support, Office Equipment, Operating Systems, Peripheral Hardware, Physical Demands, Presentation/Verbal Skills, Preventative Maintenance, Printers, Problem Solving Skills, Project Schedule, Remote Access, Service Level Agreement (SLA), Software Administration, Technical Support, Telecommunications, Testing, Time Management, Willing to Travel, Workstation Hardware, Writing Skills, iOS

Paid Time-Off, 401K, Medical, Dental, Vision