Service Desk Administrator

The Desktop Support Technician is responsible for installing, configuring, maintaining, and troubleshooting hardware, software, and operating systems. This role provides hands-on technical support to employees, manages support requests, and assists with equipment deployment, asset management, and end-user technology needs.

Schedule: Monday-Friday, 8:00 AM-5:00 PM

Work Arrangement: Onsite

Responsibilities

• Configure and deploy hardware for new users and upgrade existing equipment as needed.
• Perform DUO administration, including assisting users with phone changes, device resets, and authentication issues.
• Image and configure laptops for new and existing employees.
• Provide encryption keys to users as required.
• Provide technical support and troubleshooting for hardware, software, and operating system issues.
• Install, configure, and maintain desktop software.
• Manage the Desktop Support incident queue in ServiceNow, completing or assigning tickets as appropriate.
• Maintain accurate ticket documentation, including periodic status updates and resolution details.
• Recommend equipment purchases and replacements based on business and user needs.
• Perform asset management activities and maintain accurate equipment records.
• Conduct inventory of computer equipment and supplies as required.
• Perform necessary Windows updates and system maintenance.
• Assist with other IT support responsibilities and projects as assigned.

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• At least 2 years of desktop or IT support experience.
• Hands-on experience troubleshooting hardware, software, and Windows operating systems.
• Experience with laptop imaging, hardware deployment, and software installation.
• Experience working with ticketing systems; ServiceNow experience preferred.
• Strong troubleshooting, problem-solving, and organizational skills.
• Ability to communicate effectively with technical and non-technical users.
• Ability to work independently while managing multiple support requests and priorities.

Preferred Qualifications

• CompTIA A+ certification.
• Experience administering DUO or other multi-factor authentication platforms.
• Experience with asset management and inventory tracking.
• Experience supporting encryption technologies and endpoint security.
• Experience in an enterprise desktop support environment.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 30 pounds.
• Must be able to push a cart containing computer equipment.
• Ability to perform hands-on equipment deployment and other onsite technical support activities.