Tier 1 Desktop/IT Support Consultant

The Desktop Support Technician provides Tier 1 technical support to clients both on campus and remotely. This position is campus-based and includes in-person support, workstation deployments, onboarding activities, and remote troubleshooting services.

• Serve as the first point of contact for client seeking technical assistance via phone, email, ticketing systems, and on-site

support.

• Provide Tier 1 technical support for hardware, software, account access, and connectivity issues for both on-campus and

remote clients.

• Perform workstation deployments, onboarding support, equipment setup, and technology refresh activities.

• Troubleshoot and resolve technical issues in person and remotely using tools such as LogMeIn.

• Support Windows and macOS workstations, mobile devices, Microsoft 365 applications, and Active Directory accounts.

• Document incidents, service requests, and resolutions within the ticketing system.

• Escalate complex issues as needed and collaborate with other IT teams to ensure timely resolution.

• Deliver exceptional customer service while maintaining the confidentiality of sensitive information.

• 2-3 years of desktop support experience in a managed enterprise environment.

• Experience supporting Windows and macOS operating systems and iOS and Android mobile devices.

• Working knowledge of basic networking concepts, VPN connectivity, and troubleshooting.

• Experience supporting Microsoft 365 services, including Outlook, Teams, calendaring, and contacts.

• Experience with Active Directory user account administration and permissions management.

• Experience using remote support tools such as LogMeIn.