What are the responsibilities and job description for the Desktop Support Technician position at firstPRO, Inc?
Position Summary
We are seeking a skilled and customer-focused Desktop Support Technician to join our IT Support Services team. This role is responsible for providing hands-on technical support in a multi-site corporate and manufacturing environment, ensuring end-user systems, applications, and devices operate efficiently. The ideal candidate is a strong communicator, self-motivated, and experienced in supporting a wide range of enterprise technologies.
Key Responsibilities
- Provide day-to-day desktop support for end users, including hardware, software, and peripheral troubleshooting
- Support and maintain Windows 11 environments, including system configuration and issue resolution
- Administer and support Microsoft 365 (O365) services including Outlook, Teams, and OneDrive
- Manage user accounts, permissions, and distribution lists in Active Directory
- Support collaboration tools including Microsoft Teams and Webex
- Update and maintain our Asset database, ensuring we are tracking our deployed and in stock assets.
- Perform laptop imaging, provisioning, and deployment using standard corporate tools and processes
- Troubleshoot and support network connectivity issues, including basic LAN/WAN diagnostics
- Provide VPN support and troubleshoot remote access issues
- Support and troubleshoot RSA security solutions (multi-factor authentication)
- Provide printer setup, maintenance, and troubleshooting support
- Deliver mobile device support for both Apple (iOS) and Android platforms
- Manage devices using Mobile Device Management (MDM) platforms
- Create knowledge base articles and help maintain our library.
- Document issues, resolutions, and processes in the IT ticketing system
- Maintain a high level of customer satisfaction through clear communication and timely resolution
- Collaborate with other IT teams to escalate and resolve complex issues
Required Qualifications
- 3–5 years of experience in desktop or end-user support within a corporate environment
- Strong working knowledge of:
- Microsoft 365 (O365)
- Active Directory
- Windows 11
- VPN technologies and remote access tools
- Basic networking concepts (LAN/WAN troubleshooting)
- Experience with laptop imaging and deployment processes
- Experience supporting mobile devices (iOS and Android)
- Strong troubleshooting and problem-solving skills
- Excellent customer service and interpersonal skills
- Strong verbal and written communication skills
- Ability to work independently and manage multiple priorities
- Local travel up to 20%