POSITION SUMMARY
The Desktop Support Technician delivers first- and second-level technical support across local
and remote environments. Responsibilities include hardware and software troubleshooting,
incident documentation in the IT ticketing system, and resolution of issues involving operating
systems, enterprise applications, and peripheral equipment. This role requires proactive
communication with end users and timely escalation to maintain SLAs and operational
consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be
assigned as business needs require.
- Deliver first- and second-level technical support to end users for hardware, software, and
application issues via phone, remote access tools, and on-site assistance.
- Log, track, and maintain accurate documentation for all reported incidents and service
requests within the designated IT ticketing system.
- Install, configure, upgrade, and troubleshoot supported Windows operating systems
(currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
- Provide foundational support for macOS environments to assist users of Apple devices.
- Install, configure, and support enterprise applications, including Cisco Jabber and other
organization-approved software.
- Install, configure, and troubleshoot printers, desktop computers, laptops, and other
authorized peripheral devices.
- Perform routine preventive maintenance on computers, laptops, and printers to ensure
continued operational reliability.
- Conduct remedial repairs on desktops, laptops, printers, and related peripheral
equipment.
- Utilize diagnostic tools to troubleshoot issues related to network connectivity and
workstation hardware and software.
- Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as
required.
- Provide timely and professional status updates to end users and stakeholders regarding
open incidents and resolutions.
- Support mobile device management (MDM) for iOS and Android devices within the
enterprise environment.
- Demonstrate working knowledge of networks, servers, audio/visual systems, smart
devices, and telecommunications in support of a broad range of IT needs.
- Perform other duties as assigned by management in support of departmental and
organizational objectives.
MINIMUM QUALIFICATIONS
Education
- Bachelor’s or master’s degree in information technology, Computer Science, or a related
field; OR an equivalent combination of education, training, and relevant work experience.
Experience
- Minimum of eighteen (18) months of hands-on experience in a desktop support, help
desk, or IT support capacity.
- Demonstrated experience supporting Windows-based environments, including Windows
10 and/or Windows 11.
Certifications (Preferred)
- CompTIA A+ certification or equivalent vendor-neutral credential.
- Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level
Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
- Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy
Objects (GPOs), and Microsoft Office 365.
- Experience with PC and laptop hardware installation, configuration, and troubleshooting.
- Familiarity with enterprise antivirus and endpoint protection solutions.
- Experience with helpdesk ticketing systems and IT service management practices.
- Knowledge of mobile device management (MDM) platforms supporting iOS and Android
devices.
- Familiarity with enterprise encryption solutions and Windows device management via
Active Directory.
- Strong analytical, problem-solving, and technical troubleshooting abilities.
- Ability to effectively manage multiple priorities, work independently, and consistently meet
established SLAs.
- Excellent verbal and written communication skills with the ability to convey technical
information clearly to non-technical audiences.
- Demonstrated commitment to delivering high-quality customer service to internal
stakeholders.
- Ability to adapt to a rapidly evolving technology environment and shifting organizational
priorities.
- Willingness to work outside standard business hours, including evenings and weekends,
for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential
functions. Reasonable accommodations will be made for qualified individuals with disabilities in
accordance with the ADA and applicable state law.
- Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and
standard office equipment.
- Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
- May require bending, kneeling, or crouching to install or service equipment.
- Work is performed primarily in a standard office or data center environment with moderate
noise levels.
- May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex (including pregnancy and related
conditions), gender identity, sexual orientation, national origin, age, disability, genetic
information, veteran status, or any other characteristic protected under applicable federal, state,
or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview
process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of
all duties or requirements. Management may modify responsibilities as business needs evolve
