The Desktop Support Technician is responsible for delivering high-quality, end-user support across the organization, with a strong focus on customer experience, VIP/executive support, and reliable technical service delivery. This role provides hands-on and remote support for hardware, software, and enterprise systems while ensuring minimal disruption to business operations.
The ideal candidate combines technical expertise with strong interpersonal skills, enabling them to deliver a “white-glove” support experience, particularly for executive leadership and high-priority users.
Requirements
Key Responsibilities
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Customer Service & End-User Support
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Provide responsive, professional, and courteous technical support to all end users
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Deliver a high-quality customer experience by communicating clearly and setting expectations
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Maintain ownership of incidents and service requests from initiation through resolution
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Ensure timely updates and accurate documentation within the ticketing system
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VIP / Executive Support
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Provide white-glove technical support to executive leadership and VIP users
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Anticipate and proactively address technical needs to minimize downtime
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Maintain a high degree of professionalism, discretion, and urgency when handling executive requests
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Support executive workstations, mobile devices, and conference room setups with minimal disruption
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Event & Meeting Support
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Provide technical support for meetings, conferences, and special events
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Conference room technology
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Collaboration tools (Teams, conferencing platforms)
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Ensure smooth operation of technology during live events and quickly resolve issues as they arise
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Technical Troubleshooting (Hardware & Software)
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Diagnose and resolve issues related to:
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Windows operating systems
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Standard business applications
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Network connectivity and user access
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Perform installation, configuration, and maintenance of desktops, laptops, and peripherals
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Troubleshoot and support:
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Printers and secure print systems
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Docking stations, monitors, and accessories
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Escalate complex issues to appropriate teams while maintaining ownership
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Endpoint & Device Support
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Support device lifecycle activities, including:
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Imaging and device deployment
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Hardware replacements and refresh programs
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Onboarding/offboarding setup and equipment provisioning
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Ensure endpoints are configured according to enterprise standards
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Operational Support & Documentation
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Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks
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Maintain accurate and complete ticket documentation for all work performed
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Follow established policies, procedures, and escalation processes
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Contribute to knowledge base articles and process documentation
Required Qualifications
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2–5+ years of experience in desktop or end-user support
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Experience supporting Windows-based environments and enterprise applications
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Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals)
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Familiarity with IT ticketing systems (e.g., ServiceNow or similar)
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Strong customer service and communication skills
Preferred Qualifications
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Experience with endpoint management tools (e.g., Intune, MECM/SCCM)
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Experience supporting executive/VIP users in a corporate environment
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Relevant certifications (CompTIA A+, Network+, ITIL Foundation)
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Experience in regulated industries (e.g., financial services)
Location:
Location: Onsite — Irving, TX, San Diego, CA, Las Vegas, NV, or Columbus, OH
This is a one-year duration position.
Benefits
- Medical, dental, and vision benefits with highly subsidized premiums
- Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
- 401(k) Plan with employer match
- Onsite Fitness Center
