Desktop Support Technician

• Provide white-glove support to our users via email, walk-ups and from MS Teams.
• Maintain ticketing system hygiene and ensure timely resolution of issues.
• Utilize FreshService ticketing system to manage user tickets.
• Asset management and inventory.
• Troubleshoot and repair desktop and laptop hardware(primarily Dell Latitude platforms).
• Diagnose and resolve Windows 10/11 ProOS issues.
• Install and troubleshoot Microsoft Office 365 applications.
• Manage Windows 11 imaging and deploymentsystems for new hires and or existing users.
• Onboard new hires, contractors and or consultants on new hardware.
• Assist with Microsoft MFA Authenticator issues.
• Assist Security Operations team with CrowdStrike security-related endpoint issues.
• Support Global ProtectVPN connectivity and resolve network-related endpoint problems.
• Perform user data migrationsto new laptops, ensuring smooth transitions.
• Troubleshoot printer connectivity(desktop, laptop and label printers).
• Install and troubleshoot SecOps approved software applications.
• Promote IT security best practices and enforce Acceptable Use Policies.
• Collaborate with the IT End User Services Manager, providing regular updates on progress and challenges.

Overview: We are seeking a highly skilled Desktop Support Technician to provide exceptional end-user support and ensure seamless IT support experience for our users. This role requires a proactive professional with strong technical expertise, excellent communication skills, and a commitment to delivering white-glove service in a fast-paced environment., * Hands-on experience with Dell desktop hardware with troubleshooting and Dell RMA.

• Experience with IT Ticketing systems preferably FreshService.
• Experience in troubleshooting VPN agent on endpoint connectivity issues.
• Experience with user data migration and endpoint setup.
• Excellent communication and interpersonal skills.

Preferred Skills:

• 5 Years experience with Microsoft Windows OS 10/11.
• 5 Years experience with Microsoft Office 365.
• Microsoft Intune, Entra or related certifications.
• Experience supporting remote employees.
• Familiarity with Dell Latitude models and hardware configurations.
• Knowledge and Practice of Security Best Practices and Clear Desk Policies.