Overview:
The Desktop Support Technician provides technical assistance and support to end-users for hardware, software, and network-related issues. This role involves troubleshooting problems, configuring systems, and ensuring smooth day-to-day IT operations.
Key Responsibilities:
- Provide first- and second-level support to employees via phone, email, chat, and in-person.
- Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
- Support operating systems (Windows, macOS, Linux) and standard business applications (e.g., Microsoft Office, email clients, web browsers).
- Assist with network connectivity issues including Wi-Fi, VPN, and remote access.
- Maintain and update IT asset inventory.
- Perform user account administration in Active Directory, Office 365, or similar systems.
- Set up new employee workstations and ensure proper software licensing and security settings.
- Escalate complex issues to higher-level IT staff or vendors when necessary.
- Document issues, solutions, and processes in a ticketing system.
- Provide end-user training and guidance on best practices for IT resources and security.
Qualifications:
- Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 1–3 years of desktop support or help desk experience.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
- Excellent problem-solving and customer service skills.
- Ability to prioritize tasks and manage time effectively.
- CompTIA A+, Network+, or Microsoft certifications are a plus.
Work Environment:
- Office-based with potential hybrid/remote support responsibilities.
- May require lifting and moving IT equipment (up to ~40 lbs).
