Desktop Technician

We are seeking a Desktop Technician II to provide onsite end-user and desktop support at our Shelton, CT office. The primary focus of this role will be MacOS and Apple device support, white-glove executive support, and onsite troubleshooting. When Mac support is not required, the technician will also support Windows users and general office technology, including conference rooms and PC hardware., * Provide L1/L2 technical support to MacOS and Windows users onsite and remotely.

• Support MacBook and iMac devices and Apple technology in an enterprise environment.
• Provide white-glove support to executives and VIP users.
• Troubleshoot hardware, software, connectivity, and peripheral issues.
• Support Microsoft 365, Microsoft Teams, and Windows 11 environments.
• Use ServiceNow to manage incidents, requests, documentation, and resolutions.
• Install, move, add, change, and troubleshoot PC hardware, software, printers, and peripherals.
• Support conference room technology and executive meetings, including AV equipment and Teams/Logitech MTR environments.
• Provide mobile device support for iOS and Android.
• Assist with PC break/fix, hardware deployment, asset management, and PC disposal.
• Identify recurring technical issues and contribute to problem resolution and support-process improvements.
• Document technical issues, resolutions, and support activities.
• Maintain strong working relationships with business users, administrative assistants, site technicians, and global IT teams.
• Provide professional, customer-focused support while maintaining a high level of attention to detail.

The ideal candidate will have 3+ years of end-user support experience, strong MacOS and Windows troubleshooting skills, experience with Kandji, Microsoft 365, Microsoft Teams, and ServiceNow, and a professional demeanor when supporting executives and business users., * 3+ years of experience providing end-user, desktop, or onsite IT support.

• Hands-on experience supporting MacOS, MacBook, and iMac devices.
• Experience supporting Windows 11.
• Experience with Microsoft Office 365 / Microsoft 365.
• Experience with Microsoft Teams.
• Experience with ServiceNow.
• Experience providing VIP, executive, or white-glove support.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Professional demeanor and strong customer-service orientation.
• Ability to work onsite in Shelton, CT, Monday-Thursday.

Preferred Qualifications

• Experience with Kandji for MacOS/Apple device management.
• Experience supporting Logitech MTR / conference room equipment.
• Experience with conference room AV and executive meeting support.
• Experience with iOS and Android device support.
• Hardware repair, imaging, deployment, and asset management experience.
• Experience working in an enterprise ITSM environment.