Desktop Support Technician

This role follows a hybrid schedule, requiring 3 to 4 days per week in our Itasca office.

The Desktop Support Technician provides technical support for all business users across all end-user devices, including laptops, desktops, smartphones, tablets, printers, and related peripherals. This role also supports end-user software, including Microsoft Windows, macOS, Microsoft Office, Microsoft Teams, Microsoft O365, Adobe applications, and other business software.

This is a Service Desk role at its core. While the technical work is the foundation, customer service is an equally large part of the job. Every interaction is an opportunity to represent IT well, and the candidate should treat user experience as seriously as the technical fix itself.

Summary of Key Responsibilities

• Technical Support: Provide comprehensive support for end-user devices, software, and peripherals across a mixed OS environment.
• Service Desk Operations: Manage incoming tickets with a strong sense of urgency, prioritizing based on impact and business need.
• Ticketing & Documentation: Document every interaction, action, and resolution in the ticketing system. This is a metric-driven environment, so accurate and complete ticket records are not optional.
• Hardware Deployment: Use tools like Microsoft Autopilot for provisioning and maintaining hardware systems.
• Software Compliance: Enforce compliance standards and manage endpoint protection.
• Troubleshooting: Diagnose and resolve issues in a mixed OS environment (Windows and macOS).
• Inventory Management: Maintain accurate setups, inventory, and resolution records.
• Collaboration: Work effectively in high-paced team environments and support global operations.

Required Skills

• Proven Service Desk experience in a fast-paced support environment.
• Hands-on experience with ticketing systems such as ServiceNow, Fresh Service, or BMC Remedy.
• Working knowledge of ITIL principles and Service Desk metrics, including SLA and First Call Resolution (FCR).
• Proficiency with tools like Microsoft Autopilot, Intune, and Microsoft 365.
• In-depth knowledge of networking protocols (TCP/IP, DNS, DHCP, wireless).
• Strong customer service orientation and practical communication skills.
• Ability to multitask effectively while maintaining attention to detail and a sense of urgency on incoming tickets.
• Technical certifications (A , ACMT, MCSA Desktop, etc.) are a plus.

Ideal Candidate Traits

• Adaptable and flexible with on-call rotation and travel requirements.
• Strong organizational, time-management, and problem-solving abilities.
• Comfortable balancing technical responsibilities with a heavy customer service load.
• Proactive in skill development and staying current with industry certifications.

For Illinois residents - the base salary range for this position is estimated to be between $50,000 - $60,000 annually. Your salary will be determined by various factors, including relevant experience, skill set, qualifications, and other business needs.