What are the responsibilities and job description for the Desktop Support Technician position at Collyde?
Job Summary
We’re looking for a Desktop Support Technician to handle day-to-day end-user support, basic incident tickets, and routine workstation/laptop setup. This is a hands-on, customer-facing role focused on troubleshooting desktop issues, imaging and deploying devices, and assisting with general desktop-related tasks. No advanced engineering or systems administration is required, but solid technical fundamentals, responsiveness, and good communication with end users are essential.
Responsibilities
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Respond to and resolve basic incident tickets related to desktop hardware, software, and peripherals.
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Install, configure, and image workstations and laptops according to standard company builds.
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Assist with desktop-related exercises such as moves/adds/changes, hardware swaps, and small rollout projects.
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Troubleshoot issues related to operating systems, standard applications, printers, and network connectivity at the desktop level.
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Escalate more complex issues to senior IT staff or specialized teams as needed, providing clear documentation.
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Maintain accurate records of work performed using the ticketing system.
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Provide friendly, professional support to end users and communicate status and next steps clearly.
Requirements
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1–3 years of experience in desktop support / help desk or similar IT support role.
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Working knowledge of Windows workstations (and/or macOS, depending on environment) and common office applications.
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Experience imaging and deploying laptops/desktops using standard tools or scripts.
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Basic understanding of PC hardware, peripherals, and network connectivity (Wi-Fi, Ethernet).
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Familiarity with at least one ticketing system (ServiceNow, Jira, Zendesk, etc.) preferred.
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Strong customer service mindset, clear communication skills, and ability to follow established procedures.