Desktop support

### **Job Title: Desktop Support Technician** #### **Job Summary** We are seeking a detail-oriented and customer-focused Desktop Support Technician to join our IT team. In this role, you will serve as the primary point of contact for technical support, responsible for the installation, configuration, maintenance, and troubleshooting of all end-user hardware, software, and peripheral devices. The ideal candidate possesses a strong technical aptitude, a proactive approach to problem-solving, and a commitment to providing high-quality support to ensure optimal productivity for our workforce. --- #### **Key Responsibilities** **Technical Support & Troubleshooting:** * Provide Tier 1 and Tier 2 technical support for hardware and software issues via walk-ins, email, ticketing systems, and remote desktop tools. * Diagnose and resolve issues related to operating systems (Windows/macOS), business applications (Office 365, Slack, Zoom, etc.), and network connectivity. * Manage the end-to-end lifecycle of desktop hardware, including imaging, deployment, upgrades, and secure decommissioning. **Hardware & Asset Management:** * Install, configure, and maintain laptops, desktops, printers, mobile devices, and A/V equipment. * Maintain accurate inventory records of all hardware and software licenses, ensuring compliance with company asset management policies. * Perform routine hardware maintenance and physical moves of IT equipment as required. **System Administration & Security:** * Manage user accounts, permissions, and security groups via Active Directory and Entra ID (Azure AD). * Enforce organizational security policies by ensuring all endpoints have updated antivirus, firewall, and patch management protocols. * Assist in the onboarding and offboarding processes, including credential provisioning and workstation setup for new hires. **Documentation & Process Improvement:** * Document technical solutions and troubleshooting steps in the internal Knowledge Base to facilitate team learning and self-service. * Identify recurring technical issues and escalate trends to senior IT management to suggest long-term improvements. * Participate in IT projects, such as hardware refreshes, software rollouts, or office infrastructure upgrades. --- #### **Required Qualifications** **Education & Experience:** * Associate degree in Information Technology, Computer Science, or a related field (or equivalent work experience). * 2–4 years of experience in a Desktop Support, Help Desk, or similar IT support role. * CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate (MD-102) certifications are highly preferred. **Technical Skills:** * **Operating Systems:** Expert-level knowledge of Windows 10/11 and macOS. * **Applications:** Proficiency in Microsoft 365 administration (Exchange, SharePoint, Teams) and modern browser troubleshooting. * **Infrastructure:** Solid understanding of DNS, DHCP, VPNs, and wireless networking concepts. * **Tools:** Experience using remote support software (e.g., TeamViewer, AnyDesk) and ITSM ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk). **Soft Skills:** * **Communication:** Exceptional verbal and written communication skills with the ability to explain technical concepts to non-technical users. * **Customer Service:** A patient, professional demeanor and a dedication to maintaining high user satisfaction. * **Organization:** Strong multitasking skills with the ability to prioritize urgent issues in a fast-paced environment. * **Discretion:** Ability to handle sensitive and confidential information with the highest level of integrity. --- #### **Physical Requirements (If applicable)** * Ability to lift up to 30 lbs of IT equipment. * Ability to bend, crawl, or reach under desks to manage cabling and equipment installations.