Desktop Technician

We are seeking a Desktop Technician to provide hands-on technical support for hardware, software, and end-user technology needs. This position will troubleshoot and resolve Tier II support issues, install and configure devices, assist with hardware and software deployments, and provide professional technical support to end users.

The ideal candidate will have hands-on experience with Windows 11, Microsoft 365, Dell and Apple hardware, iPads, desktop troubleshooting, and help desk ticketing systems.

Essential Responsibilities

• Install, configure, and support desktops, laptops, iPads, docking stations, monitors, and peripherals.
• Respond to Tier II technical support requests received by phone, email, Microsoft Teams, and other support channels.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Perform configuration changes, updates, upgrades, and software/hardware fixes.
• Assist with PC replacements, new computer deployments, and device imaging.
• Diagnose, repair, or replace damaged hardware.
• Provide remote troubleshooting assistance to offsite users.
• Document incidents, troubleshooting steps, and resolutions in the help desk ticketing system.
• Manage and resolve support tickets through completion.
• Identify recurring technical issues and escalate when necessary.
• Provide basic troubleshooting for network connectivity issues.
• Support audio/visual equipment, projectors, WebEx, Zoom, and meeting technology.
• Assist with IT asset management and hardware/software inventory.
• Maintain repair records, support documentation, procedures, and knowledge resources.
• Provide professional and courteous technical support to employees, leadership, partners, and guests.
• Provide basic technology guidance or training to end users when needed.
• Travel within San Antonio to provide onsite technical support as needed.

• Hands-on Desktop Support / Tier II Support experience.
• Strong working knowledge of Windows 11.
• Experience supporting Microsoft 365 / Office 365, including:
• OneDrive
• Microsoft Teams
• SharePoint
• Outlook
• Word
• Excel
• PowerPoint
• Access
• Microsoft Office collaboration features
• Experience supporting Dell desktops and laptops, docking stations, peripherals, and single/multiple monitor configurations.
• Experience supporting Apple devices and iPads.
• Experience troubleshooting and repairing computer hardware.
• Experience with PC deployments, upgrades, replacements, and software installations.
• Experience using Remedy or similar help desk/ticketing systems.
• Basic network connectivity troubleshooting experience.
• Familiarity with WebEx, Zoom, projectors, and A/V equipment.
• Experience with IT asset management and inventory is preferred.
• Strong customer service and communication skills.
• Ability to clearly document technical issues and resolutions.
• Ability to work effectively in a team-oriented environment.

Additional Requirements

• Ability to travel within San Antonio as required.
• Ability to frequently lift and carry equipment weighing up to 50 pounds.
• Ability to walk, stand, sit, reach, and crouch as needed to install and troubleshoot equipment.
• Flexibility to remain onsite until a task is completed when necessary.
• Occasional weekend availability may be required for events or emergency support., The ideal candidate is a hands-on Desktop Technician who is comfortable working directly with end users and troubleshooting both hardware and software issues. Candidates should have strong experience with Windows 11, Microsoft 365, Dell/Apple devices, iPads, Tier II support, PC deployments, and ticket management, along with excellent customer service skills.