Desktop Technician

The Desktop Technician is responsible for delivering reliable, professional, and disciplined support for LEFCON client workstation, endpoint, user, and light systems needs. This role blends hands-on desktop support with systems engineering fundamentals, giving clients a technician who can resolve endpoint issues, support users, assist with server and cloud administration tasks, and contribute to project execution with accuracy and urgency.

This position is not limited to basic break/fix support. The Desktop Technician is expected to think beyond the immediate ticket, identify patterns, document what matters, protect the client environment, and help make LEFCON easier to do business with. The role requires technical judgment, strong communication, clean documentation, and the ability to move work to resolution without creating ambiguity for the client or internal team.

Core Purpose of the Role

To provide responsive desktop, endpoint, application, and light systems support that keeps users productive, client environments stable, and LEFCON service delivery disciplined. The Desktop Technician protects the client experience by resolving issues completely, documenting work clearly, communicating before being asked, and supporting project and systems work with ownership from first touch through completion.

Key Responsibilities

Desktop, Endpoint, and User Support

Provide remote and onsite support for desktops, laptops, printers, mobile devices, peripherals, and user productivity tools.

Troubleshoot Windows workstation issues, application problems, printer issues, profile problems, connectivity issues, and user access concerns.

Install, configure, repair, replace, and validate desktops, laptops, docking stations, monitors, printers, and related endpoint equipment.

Support workstation imaging, device preparation, new-user setup, hardware refreshes, device moves, and user transitions.

Resolve user issues with professionalism, urgency, and clear communication that builds client confidence.

Use remote support, RMM, ticketing, monitoring, and documentation tools to diagnose issues, complete work, and record activity accurately.

Systems and Cloud Support

Assist with basic Windows Server administration, including user accounts, groups, permissions, shared folders, print services, and routine server checks.

Support Microsoft 365 administration tasks, including users, licenses, groups, password resets, MFA, mailboxes, Teams, SharePoint, and OneDrive support.

Assist with Azure AD / Entra ID, endpoint management, device enrollment, and identity-related troubleshooting under established standards.

Support domain, DNS, DHCP, certificate, and network-related troubleshooting within the limits of role proficiency and documented procedures.

Assist systems engineers and project engineers with implementation tasks, endpoint deployment, validation, documentation, and post-project support.

Identify recurring workstation, application, access, or systems issues and bring them forward with facts, documentation, and recommended next steps.

Ticket Ownership and Service Delivery

Create, update, manage, and resolve tickets with complete notes, accurate status, clear next steps, and appropriate time entries.

Own assigned work from first touch through resolution or clean handoff, ensuring no ticket, client request, or follow-up is left unclear.

Communicate status, delays, risks, and next steps to clients and internal teams before they have to ask.

Prioritize work based on client impact, urgency, SLA requirements, operational risk, and business need.

Follow LEFCON processes, security standards, documentation requirements, and ticket handling expectations.

Support after-hours, weekend, or on-call coverage when required by business need or client commitments.

Documentation and Process Discipline

Maintain accurate documentation of client systems, endpoints, passwords, applications, configurations, procedures, and recurring issues.

Update IT Glue or other approved documentation platforms so that another technician can understand the current state without chasing information.

Document root cause, resolution steps, exceptions, risks, and follow-up actions when they affect client support, security, billing, or future service delivery.

Contribute to knowledge base articles, standard operating procedures, endpoint standards, and support guides.

Identify gaps in documentation, process, tooling, or client standards and help close them instead of working around them repeatedly.

Security, Reliability, and Client Protection

Apply security-minded support practices when handling passwords, MFA, access requests, endpoint configuration, data, and client systems.

Follow least-privilege principles, verification procedures, and company standards when making changes to users, devices, systems, or applications.

Assist with endpoint protection, patching, monitoring, backup awareness, and basic remediation activities as assigned.

Recognize potential security events, suspicious behavior, access concerns, or data-risk situations and involve the appropriate technical resource promptly.

Validate that completed work actually solves the client problem and does not create avoidable risk, rework, or downstream support issues.

Project and Cross-Functional Support

Support project managers, project engineers, systems engineers, security analysts, NOC/TOC teams, and client success teams with assigned technical work.

Assist with workstation deployments, application rollouts, Microsoft 365 changes, hardware refreshes, onboarding tasks, offboarding tasks, and client transitions.

Participate in onsite work when required, including installations, troubleshooting, equipment replacement, and user support.

Provide accurate updates on assigned project tasks, risks, blockers, and completion status.

Represent LEFCON professionally in client-facing environments and ensure work is left cleaner, clearer, and more supportable than it was found., Documentation is complete enough for another technician to understand the issue, actions taken, and current status.

Time is entered accurately and consistently.

Client issues are resolved at the right level or handed off cleanly with full context.

The technician demonstrates accountability, coachability, and a commitment to LEFCON standards.

Recurring issues, unclear process steps, or documentation gaps are identified and surfaced for improvement.

Must-Have Behaviors

Takes responsibility instead of waiting for someone else to clarify ownership.

Asks better questions when information is incomplete.

Keeps the client informed during the life of the issue.

Does not allow tickets to sit without action, update, or clear next step.

Uses documentation as a service tool, not an administrative afterthought.

Brings solutions and recommendations, not just descriptions of problems.

Maintains composure and professionalism when clients are frustrated or issues are complex.

Success Measures

Success in this role means:

Desktop, endpoint, and user issues are resolved accurately, professionally, and within expected service timelines.

Clients receive clear communication, realistic expectations, and proactive updates before they have to ask.

Tickets contain complete notes, accurate time entries, current status, clear next steps, and final resolution details.

Documentation is updated well enough that another technician can understand the environment, issue, and work performed without guessing.

Microsoft 365, endpoint, user access, and light systems work is completed securely and according to LEFCON standards.

Recurring issues are identified, documented, and raised with enough detail to support permanent correction.

Client trust is strengthened through professionalism, reliability, follow-through, and ownership.

Issues are owned through resolution or cleanly handed off with no ambiguity.

The technician consistently demonstrates LEFCON standards in daily behavior, not just technical output.

Shared LEFCON Standards Language

LEFCON Standard of Performance

If you touch it, you own it. Period.

That means:

· The client should never wonder who owns the issue.

· The team should never have to guess the next step.

· Documentation should make the work visible.

· Communication should happen before someone has to ask.

· Mistakes should be owned, fixed quickly, and not repeated.

· Activity is not the goal. Resolution is.

· “Not my job” is not acceptable.

· Every interaction either builds or damages trust.

Every LEFCON employee is expected to operate with ownership, urgency, clarity, accuracy, and follow-through. Technical knowledge and functional expertise matter. Ownership matters more.

Important: Please provide an email address and potential dates and times you are available for a possible interview. Failure to answer ALL pre-screening questions will eliminate you from consideration.

High school diploma or equivalent required.

Associate degree, technical school training, bachelor’s degree in information technology, or equivalent work experience preferred.

5+ years of experience in desktop support, help desk, field support, systems support, or an MSP / IT consulting environment preferred.

Prior experience supporting multiple client environments, hospitality environments, or distributed user locations preferred.

Previous experience with ticketing, RMM, documentation, endpoint security, and Microsoft 365 administration tools preferred.

Technical Skills

Strong working knowledge of Windows desktop operating systems, common business applications, printers, peripherals, and endpoint troubleshooting.

Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Exchange Online basics, licensing, users, and groups.

Foundational understanding of Windows Server, Active Directory, group membership, shared folders, permissions, DNS, DHCP, and print services.

Basic networking knowledge, including IP addressing, VLAN awareness, wireless connectivity, VPN, DNS resolution, DHCP, and common connectivity troubleshooting.

Familiarity with endpoint security tools, MFA, patching, encryption, backup awareness, and secure access practices.

Ability to use remote support tools, RMM platforms, PSA / ticketing systems, and documentation systems with accuracy and consistency.

Ability to assist systems engineers with implementation tasks while staying within documented procedures and assigned authority.

Preferred Certifications

CompTIA A+, Network+, or Security+.

Microsoft role-based certifications related to Microsoft 365, Endpoint Administrator, Azure / Entra ID, or Windows support.

Vendor certifications related to Lenovo, Dell, HP, Microsoft, Cisco, SonicWall, Aruba, VMware, or other LEFCON-supported technologies.

Professional Competencies

Strong problem-solving skills with the ability to move from symptom to cause to resolution.

Clear written and verbal communication with both technical and non-technical users.

Strong attention to detail in ticket updates, documentation, device configuration, and client communication.

Ability to manage multiple tickets, tasks, client requests, and project assignments without losing ownership.

Ability to work independently while knowing when to involve a more senior technical resource.

Professional judgment, reliability, urgency, and composure in client-facing situations.

Willingness to travel to client sites, work flexible schedules, and support after-hours needs when required.

Required Capabilities

Strong interpersonal communication skills and a professional client-service mindset.

Demonstrated problem-solving and solution development skills.

Ability to manage several tickets at one time without losing clarity, urgency, or follow-through.

Ability to translate technical information into practical client-facing guidance.

Ability to follow process while still thinking critically about the client outcome.

Willingness to learn LEFCON systems, standards, documentation expectations, and service practices.

Strong attention to detail in ticket notes, time entries, client documentation, and follow-up commitments.

Technical Areas of Focus

Desktop and laptop troubleshooting.

Printer troubleshooting.

Ticket creation, management, documentation, and resolution.

User support and client communication.

Hosted applications and LEFCON-supported services.

Basic network, access, device, and application troubleshooting.

Documentation, knowledge base, and best-practice development.

Performance Expectations

Tickets are handled with urgency, accuracy, and professionalism.

Client communication is clear, proactive, and respectful., * Help desk: 5 years (Required)

License/Certification:

• CompTIA A+ (Required)

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Our mission at LEFCON is to improve, protect, and deliver reliable technology while providing exceptional employee support, unparalleled customer service, and significant community contributions. We measure our ability to deliver on the mission through Employee Experience, Customer Satisfaction, and our Financials. At LEFCON, our people come first. When we get it right with our people and our customers. The financial results seem to take care of themselves. This is why we have been on Inc.’s Fastest-Growing Private Companies list for the last 5 years.