Desktop Support Technician

Job Title: Desktop Support Technician Position Overview: The Desktop Support Technician is responsible for delivering day-to-day local and remote desktop support services. This includes handling inbound calls, resolving hardware, software, and application issues, and documenting all troubleshooting steps in a ticketing system. The role requires coordination with supervisors and managers to ensure consistent IT support operations across all shifts. The technician will perform break/fix tasks, fault diagnosis, and resolution across various operating systems and platforms. The ideal candidate will have 2-3 years of hands-on experience in Windows desktop support and a strong foundation in IT service delivery. Key Responsibilities Provide Tier 1 and Tier 2 support for desktop-related issues Troubleshoot and resolve hardware, software, and application problems Document all actions and updates in the ticketing system Communicate issue status and resolutions promptly to end users Collaborate with third-party vendors to resolve complex AV-related issues Ensure operational consistency across shifts through supervisor engagement Support and troubleshoot Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications Provide basic support for macOS to assist Apple desktop users Install, upgrade, and maintain desktops, laptops, printers, and peripherals Perform preventive maintenance and remedial repairs on IT hardware Use diagnostic tools to resolve network connectivity and workstation issues Support basic IT infrastructure including networks, servers, AV systems, smart devices, and telecom equipment Participate in project-based tasks requiring flexibility and teamwork Perform additional duties as assigned Technical Proficiency Windows 7-10, Active Directory, Group Policy Objects (GPOs) Microsoft Office 365, enterprise antivirus solutions Helpdesk ticketing systems and documentation practices PC hardware installation and troubleshooting Mobile device management (iOS & Android), enterprise encryption Windows PC/laptop management via Active Directory Candidate Required Minimum Qualifications and Skills Associate / Bachelor's Degree or equivalent in Computer Science or related field. CompTIA A+, Microsoft Certified Professional (MCP) or better. Minimum of 18 months years of IT experience. Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven analytical, troubleshooting and problem-solving skills. Proven ability to multi-task, effectively determine priorities and meet SLA's. Excellent communication relationship-building and internal customer service skills. Adaptable and flexible in a fast-changing industry and work environment. Willing to work off-hours and weekends when required for projects or emergency support.

Created: 2025-09-25