Desktop Support Technician

The Desktop Support Technician gives first- and second-level support on-site and remotely. The role covers hardware, software and application troubleshooting, ticket documentation, and escalation to meet SLAs., * Provide L1/L2 support by phone, remote tools and on-site.

• Log and track all incidents and requests in the ticketing system.
• Install, configure and troubleshoot Windows 10/11 and Office 365, with basic macOS support.
• Support enterprise apps such as Cisco Jabber.
• Set up, maintain and repair desktops, laptops, printers and peripherals.
• Diagnose network, hardware and software issues.
• Support MDM for iOS and Android devices.
• Coordinate with vendors on AV issues, and keep users updated on ticket status.
• Perform other duties as assigned., Reasonable accommodations are available under the ADA and applicable state law.
• Regular sitting, standing, walking and computer use
• Occasional lifting of IT equipment up to 50 lbs
• Bending, kneeling or crouching to install or service equipment
• Office or data center setting with moderate noise
• Travel to multiple sites or client locations as needed

• Education: Associate’s or Bachelor’s degree in IT, Computer Science or a related field, or equivalent experience.
• Experience: 18+ months in desktop support or help desk, including Windows 10/11.
• Certifications (Preferred): CompTIA A+; MCP or Microsoft 365 Fundamentals.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Windows, Active Directory, GPOs and Office 365
• PC and laptop hardware troubleshooting
• Antivirus, endpoint protection and encryption tools
• Ticketing systems and ITSM practices
• MDM platforms (iOS and Android)
• Strong problem-solving, multitasking and SLA management
• Clear communication and a customer-service focus
• Availability for evenings and weekends as needed, * SCCM: 3 years (Required)
• Desktop support: 3 years (Required)
• Active Directory: 3 years (Required)
• MacOS Server: 3 years (Required)

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance