Desktop Support Technician

The Device Support Engineer Level I provides first-line, in-person and remote technical support for company end-users while delivering professional, responsive, and customer-focused service. This role troubleshoots Windows, macOS, mobile, peripheral, network access, collaboration, and business application issues; supports device deployment and lifecycle activities; and ensures all work is accurately documented, communicated, and resolved through ServiceNow in alignment with IT service management standards. The role supports a modern endpoint environment that includes Microsoft 365, current Windows versions, Microsoft Intune, Microsoft Entra ID, remote assistance tools, and cloud-based device management. The engineer is expected to follow documented procedures, protect company data, escalate appropriately, and contribute to knowledge documentation and continuous improvement., End-User Support:

• Serve as a primary point of contact for end-user incidents and service requests through approved channels, including phone, ServiceNow, email, Teams, and walk-up support as applicable.
• Provide Tier 1 support for Windows current versions, macOS, laptops, desktops, mobile devices, docking stations, monitors, printers, scanners, headsets, conference room peripherals, and other endpoint equipment.
• Troubleshoot Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, Office apps, Edge, Chrome, and user collaboration workflows.
• Communicate technical information clearly to users with varying technical skill levels and provide timely updates until resolution or escalation.

White-Glove and Executive Support:

• Provide white-glove support for executives, VIP users, and high-priority business areas with professionalism, discretion, urgency, and strong ownership from initial contact through resolution.
• Deliver proactive communication, timely status updates, and clear follow-through for sensitive or high-visibility issues, ensuring users and leadership remain informed as appropriate.
• Prepare and validate equipment, conference rooms, collaboration tools, mobile devices, and remote access needs for executive meetings, travel, presentations, and critical business events.
• Escalate VIP-impacting issues quickly through the proper channels while maintaining ownership, documenting actions in ServiceNow, and coordinating with DSS leadership or technical teams until the issue is resolved.

ITSM, Documentation, and Communication:

• Accurately document, update, and close incidents and service requests in ServiceNow with clear troubleshooting steps, user communication, resolution notes, asset details, and escalation history.
• Prioritize daily work to meet SLA, response, time-to-close, customer satisfaction, and queue management expectations.
• Create, improve, and follow knowledge articles, standard operating procedures, checklists, and known-error documentation for recurring issues.
• Escalate unresolved or high-impact issues through ServiceNow using documented procedures, proper assignment groups, and complete troubleshooting notes.

Modern Endpoint Management and Security:

• Assist with device provisioning, imaging, Windows Autopilot, application deployment, workstation refreshes, new hire setups, loaner devices, and hardware replacement activities.
• Support endpoint management activities using Microsoft Intune, MECM/SCCM where applicable, Apple management workflows, compliance policies, application assignments, and device configuration profiles.
• Assist with endpoint security tasks such as BitLocker validation, Microsoft Defender for Endpoint health checks, local admin reduction, patch compliance awareness, and secure remote support practices.
• Support user access and device-related identity tasks involving Microsoft Entra ID, Active Directory, MFA, password resets, group membership validation, and conditional access troubleshooting within approved permissions.

Operations, Projects, and Continuous Improvement:

• Support DSS projects and operational initiatives such as Windows 11 upgrades, device lifecycle refreshes, encryption changes, application rollouts, office moves, conference room checks, and storage room organization.
• Follow policies and procedures for asset tracking, inventory handling, device deployment, device decommissioning, shipping/receiving, data protection, and equipment disposal.
• Use approved automation, reporting, remote assistance, and AI-assisted tools responsibly to improve troubleshooting, documentation quality, and support efficiency while protecting confidential information.
• Cross-train with team members, share technical findings, participate in continuous improvement discussions, and remain flexible to meet team or project needs, including occasional evenings or weekends.

Metrics for Success:

• Customer satisfaction results and qualitative feedback from ServiceNow surveys and direct customer interactions.
• Quality and consistency of white-glove support for executives, VIP users, and high-priority business areas, including responsiveness, professionalism, discretion, communication, and follow-through.
• SLA adherence, response time, time to close, ticket aging, reassignment quality, and queue hygiene tracked in ServiceNow.
• Quality of ticket documentation, including clear troubleshooting notes, user communication, asset details, and resolution accuracy.
• Contribution to knowledge articles, SOPs, team checklists, and repeatable support processes.
• Successful completion of assigned device deployments, lifecycle tasks, project work, and team operational duties.
• Adherence to security, asset management, data protection, escalation, and communication standards., * ServiceNow incidents, service requests, tasks, approvals, dashboards, surveys, and knowledge workflows

Endpoint Platforms:

• Windows current versions, macOS, iOS/iPadOS, Android, laptops, desktops, tablets, and shared or specialty devices

Endpoint Management:

• Microsoft Intune, Windows Autopilot, Endpoint Privilege Management, Remote Help or approved remote assistance tools, MECM/SCCM where applicable

Identity and Access:

• Microsoft Entra ID, Active Directory, MFA, device join status, group membership, and conditional access troubleshooting

Productivity and Collaboration:

• Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Office apps, Edge, Chrome, Copilot, and business line-of-business tools

Security and Compliance:

• Microsoft Defender for Endpoint basics, BitLocker, device compliance, patch awareness, least privilege, and data protection practices

Hardware and Facilities Support:

• Docking stations, monitors, printers, scanners, network drops, Wi-Fi validation, conference room devices, and office move support

Additional Required Skills:

• MacBook experience
• Microsoft Intune / Azure experience, * Exposure to Microsoft Intune, Microsoft Entra ID, Active Directory, device compliance, endpoint security, and modern device deployment
• CompTIA A , Network , Microsoft 365, Microsoft Endpoint Administrator, ITIL Foundation, Apple, or equivalent certifications

Desktop Administration, Desktop Administration, Customer Relations, Technical Support, Help Desk, Software Engineering, ServiceNow, Microsoft Windows Operating System, IT Service Management (ITSM), Documentation, * Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time., * Customer-first service mindset with a professional and calm approach.

• Integrity, discretion, and ethical handling of company and user data.
• Strong attention to detail, especially in ticket system documentation and asset handling.
• Clear verbal and written communication with users, peers, vendors, and escalation teams.
• Organization, prioritization, ownership, and follow-through in a high-volume support environment.
• Technical curiosity, problem-solving discipline, and willingness to learn modern endpoint technologies.
• Adaptability to changing tools, standards, projects, business needs, and support processes.
• Teamwork, accountability, cross-training, and active participation as a DSS team member., * Bachelor’s degree, technical certificate, or equivalent experience in Information Technology, Computer Science, Information Systems, or a related field (preferred), * Minimum of 3 years of in-person Desktop Support, Device Support, or Support Center experience in a corporate environment
• Proven experience supporting end-user desktops, laptops, mobile devices, peripherals, collaboration tools, and business applications
• Hands-on experience using ServiceNow or a comparable ITSM platform to log, update, communicate, escalate, and close incidents and service requests
• Working knowledge of Windows current versions, Microsoft 365, Microsoft Teams, Outlook, OneDrive, SharePoint, browsers, Copilot, and common enterprise applications, * Primarily in-person, end-user-facing support role in a fast-paced corporate office environment
• Combination of desk-side support, walk-up support, device preparation, limited remote assistance, and project support
• May require movement between office areas, conference rooms, storage rooms, shipping stations, and user workspaces
• Occasional lifting, moving, unpacking, racking, or staging of equipment up to 50 lbs
• Occasional after-hours, weekend, or schedule-adjusted work may be required for planned maintenance, large deployments, office moves, or urgent business needs

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

This client is a leading pest control company with over 100 years of experience in the industry, serving residential and commercial customers across a broad geographic footprint. The organization employs technicians, operations professionals, customer service representatives, and IT support specialists who work together to deliver reliable, field-based services at scale., GTT is an NMSDC-certified Minority Business Enterprise (MBE) headquartered in Portsmouth, New Hampshire. GTT is a subsidiary of Chenega Corporation, an Alaska-based company and one of the largest Alaska Native-owned corporations. An Inc. 5000 honoree and one of SIA’s Best Staffing Firms to Work For, GTT connects professionals with Fortune 500 organizations across IT, engineering, construction, utilities, life sciences, financial services, and healthcare throughout the U.S. and Canada. We’re committed to diverse, inclusive workplaces and to placing people in roles where they can do their best work.