Desktop Support Technician

POSITION SUMMARY

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 face-to-face IT support through TechBar (walk-in and appointment) and floor support.

·        Provide support for Windows, MacOS, and iOS devices.

·        Troubleshoot, configure, and guide users on IT services.

·        Incident & Request Fulfilment (IMACD)

·        Execute IMACD activities (Install, Move, Add, Change, Delete).

·        Maintain accurate ticket updates and documentation.

·        Hardware & Device Break-Fix

·        Diagnose and resolve hardware and software issues across devices.

·        Coordinate with OEM vendors for repairs.

·        Device Lifecycle Support

·        Support device refresh, build, staging, and deployments.

·        Assist provisioning of laptops, MacBooks, and mobile devices.

·        Ticket Queue & SLA Adherence

·        Ensure timely resolution and SLA compliance.

·        Hardware Asset Management Support

·        Maintain accurate asset tracking and inventory management.

·        Stakeholder & User Engagement

·        Provide professional communication and user guidance.

·        Compliance & Process Adherence

·        Follow SOPs and ensure compliance with security and audit requirements

·        TechBar / walk-in support experience.

·        - Familiarity with asset management and MDM tools (e.g., Intune, JAMF).

·        - ITIL Foundation certification.

·        1–3 years experience in deskside / IT support roles.

·        Hands-on experience with Windows, MacOS, and iOS devices.

·        Experience with hardware troubleshooting and ticketing systems.

·        TechBar / walk-in support experience.

·        Familiarity with asset management and MDM tools (e.g., Intune, JAMF).

·        ITIL Foundation certification.

MINIMUM QUALIFICATIONS

Education

·        Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience

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.