Desktop Technician

Position Overview;

We are seeking a customer-focused and technically skilled Desktop Technician to join our Information Technology team in Dallas, TX. This role is responsible for providing first-level and second-level technical support to end users, resolving hardware, software, and network-related issues, and ensuring an exceptional user experience across the organization.

The ideal candidate will have hands-on experience supporting Windows and macOS environments, Office 365, Active Directory, and SaaS applications. This position requires strong troubleshooting abilities, excellent communication skills, and a commitment to delivering high-quality customer service in a fast-paced environment.

Key Responsibilities;

End-User Support

Provide prompt, professional, and effective technical support via phone, email, chat, remote support tools, and in-person interactions.

Troubleshoot and resolve hardware, software, operating system, and connectivity issues.

Deliver exceptional customer service while maintaining a positive and professional user experience.

Incident & Service Request Management

Log, categorize, prioritize, and resolve Incidents and Service Requests using the organization's IT Service Management (ITSM) platform.

Monitor and manage support tickets to ensure timely resolution and adherence to service levels.

Escalate complex issues to appropriate technical teams when necessary.

User Administration & Access Management

Perform user onboarding and offboarding activities in accordance with company policies and compliance requirements.

Create, modify, and disable user accounts in Active Directory and other business systems.

Manage user access permissions and account-related requests.

Hardware & Software Support

Support Windows and macOS operating systems, Microsoft 365 applications, and various SaaS platforms.

Install, configure, maintain, and troubleshoot desktops, laptops, peripherals, printers, and mobile devices.

Assist with software deployments, updates, and system configurations.

Collaboration & Continuous Improvement

Work closely with Infrastructure, Network, Security, and other IT teams to resolve complex technical issues.

Identify recurring issues and contribute to problem management initiatives to reduce future incidents.

Create and maintain knowledge base articles, technical documentation, and support procedures.

Asset & Inventory Management

Maintain accurate inventory records of IT assets, including hardware, software, and peripherals.

Track asset assignments, returns, replacements, and lifecycle management activities.

Project Support

Participate in IT projects, deployments, upgrades, and technology rollouts as assigned.

Support conference room technology and meeting collaboration tools.

Additional Responsibilities;

Travel locally up to 25% as needed.

Be available for occasional overtime or extended hours to support critical business needs, executive requests, urgent incidents, or project deadlines.

Perform other duties and responsibilities as assigned.

Required Qualifications;

1–2 years of experience in an IT Help Desk, Service Desk, Desktop Support, or Technical Support role.

Experience working with ITSM platforms and ticketing systems.

Hands-on experience with remote desktop support tools.

Strong knowledge of:

Windows Operating Systems

macOS Operating Systems

Microsoft 365 / Office 365

Active Directory

SaaS applications

Ability to troubleshoot hardware, software, and user access issues effectively.

Familiarity with conference room and collaboration technologies.

Strong organizational and multitasking skills with the ability to prioritize competing requests.

Ability to work independently with minimal supervision while also collaborating effectively within a team environment.

Excellent customer service, interpersonal, and communication skills.

Ability to explain technical concepts to non-technical users in a clear and professional manner.

Preferred Qualifications:

Experience supporting hybrid and remote work environments.

Familiarity with endpoint management and device deployment processes.

Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.

Experience supporting mobile devices and collaboration platforms.

Education:

Bachelor's Degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience will be considered.

Preferred Certifications

Candidates holding or actively pursuing the following certifications are encouraged to apply:

ITIL v4 Foundation

CompTIA A

CompTIA Network

Microsoft Azure Fundamentals (AZ-900)