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.
Education
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
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.
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.
