Desktop Support Technician
Department: IT Services
Reports To: Director of IT Services / Service Manager
Location: Greenville, SC (On-site with possible client-site travel)
About the Role
The Desktop Support Technician is the "Technology Enabler" for our employees and clients. This role serves as the bridge between end-users and the broader IT team, ensuring devices, applications, and workplace technology operate reliably and securely. You are the hands-on problem solver who keeps users productive by delivering exceptional technical support, maintaining endpoint systems, and helping drive technology adoption across the organization.
Key Responsibilities
The "Technology Enabler" Approach
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Workstation Lifecycle Management: Build, image, configure, deploy, and maintain Windows 10/11 desktops and laptops. Perform hardware upgrades, replacements, and peripheral installations.
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Advanced Troubleshooting: Diagnose and resolve complex hardware, software, and operating system issues for users both remotely and onsite.
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Software Deployment & Maintenance: Install, configure, update, and support Microsoft 365 applications, browsers, security tools, and business-critical software.
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Endpoint Security Support: Assist with malware remediation, patch management, endpoint protection monitoring, and device compliance initiatives.
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User Experience Advocacy: Serve as a trusted technical resource for end-users, providing clear communication and ensuring a positive support experience.
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Asset & Inventory Management: Maintain accurate records of deployed equipment, asset assignments, warranty information, and lifecycle status.
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Technical Documentation: Document troubleshooting procedures, resolutions, configurations, and support processes within the ticketing system and knowledge base.
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Escalation Coordination: Work closely with senior technicians and engineers to resolve advanced technical issues and ensure timely ticket resolution.
Endpoint & Infrastructure Support
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Support Windows desktop and laptop environments, including operating system troubleshooting and performance optimization.
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Assist with Microsoft 365 user support, including Outlook configuration, OneDrive synchronization, Teams functionality, and SharePoint access.
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Troubleshoot printers, scanners, docking stations, monitors, and other workplace technology.
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Assist with local networking issues, including Wi-Fi connectivity, network jack testing, and basic switch or connectivity troubleshooting.
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Support user account administration through Active Directory, Azure AD, and Microsoft 365 environments.
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Assist with workstation patching, updates, and endpoint management initiatives.
IT Operations & Process Improvement
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Maintain detailed and accurate ticket notes, ensuring all work is properly documented.
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Contribute to the development and improvement of Standard Operating Procedures (SOPs) and technical documentation.
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Identify recurring technical issues and collaborate with the team to develop long-term solutions.
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Participate in technology rollouts, hardware refresh projects, and organizational IT initiatives.
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Support continuous improvement efforts that enhance technical efficiency, security, and user satisfaction.
Qualifications
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The "Problem Solver" Mindset: You enjoy diagnosing issues, investigating root causes, and delivering solutions that prevent recurring problems.
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Technical Support Experience: 1–3 years of experience in desktop support, help desk, technical support, or a related IT role.
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Customer Service Focus: You understand that every technical problem affects productivity and approach users with patience, professionalism, and empathy.
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Attention to Detail: You maintain accurate documentation, follow established processes, and ensure systems remain secure and compliant.
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Team-Oriented Approach: You collaborate effectively with technicians, engineers, and leadership to ensure successful outcomes.
Technical & Soft Skills
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Strong working knowledge of Windows 10 and Windows 11 administration and troubleshooting.
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Proficiency with Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint support.
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Ability to troubleshoot desktop hardware components, peripherals, and mobile computing devices.
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Familiarity with Active Directory, Azure AD, Intune, Group Policy, or endpoint management platforms.
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Experience utilizing ticketing and service management platforms such as ConnectWise, Jira, ServiceNow, Zendesk, or similar systems.
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Strong verbal and written communication skills with the ability to translate technical concepts into clear, user-friendly language.
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Ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of customer service.
Preferred Qualifications
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Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent industry certifications.
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Automation Experience: Exposure to PowerShell scripting or other automation tools for streamlining routine administrative tasks.
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Endpoint Management: Experience with Microsoft Intune, SCCM, endpoint security platforms, and policy management.
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MSP Experience: Previous experience working in a Managed Service Provider (MSP) environment is highly desirable.
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Physical Requirements: Ability to lift up to 50 pounds and work in confined areas such as under desks, network closets, and equipment rooms.
Why This Role Matters
The Desktop Support Technician plays a critical role in ensuring the reliability, security, and usability of the technology our employees and clients depend on every day. By delivering outstanding support, maintaining endpoint health, and helping users succeed with technology, this position directly contributes to operational efficiency, client satisfaction, and the continued growth of Plus Inc.'s IT Services division.
