What are the responsibilities and job description for the Desktop Support Technician position at GDR Group?
Job Type
Full-time
Description
Overview
We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.
Pay range: $18 - $20 per hour
Key Responsibilities
Technical Support
Provide timely support for hardware and software issues for both Windows and Mac environments
Troubleshoot remotely using VNC and KVM switch
Reimage systems, install OS and standard software (onsite and remote)
Coordinate warranty support with Dell and schedule onsite service when needed
Resolve common technical issues, including:
o Network connectivity
o System crashes/blue screens
o Printing problems
o Virus removal
Basic administration and troubleshooting of:
o DHCP / DNS
o Active Directory
o VPN and remote access tools
o Windows domain account issues
o Wireless connectivity and hotspots
Collaborate with the network team on basic troubleshooting tasks
Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures
Customer Service
Deliver prompt and courteous user support via:
o Wolken ticketing system (incident resolution and device lifecycle tasks)
o Google Chat and Gmail (Outlook familiarity is a plus)
o Zoom Calling and Zoom video conferencing
Maintain a positive user experience with clear communication and professionalism
Asset & Inventory Management
Maintain accurate records of hardware assets
Ensure timely deployment, collection, and tracking of end-user devices
Special Projects & Additional Duties
Assist with software and process testing and validation
Create clear, user-friendly technical documentation
Provide 1:1 or group technical training (remote or in-person)
Support office signage placement and daily ticket review/assignment tasks
May require occasional travel to other office locations
Work Schedule & Benefits
Monday-Friday, 8:00 AM - 5:00 PM (1-hour lunch)
No weekend or after-hours support expected (exceptions for special projects)
Benefits include:
o Paid holidays, vacation, and sick leave
o 401(k) plan
o Medical, dental, and vision insurance
o Structured onboarding and training
o Modern workspaces and innovative technology
o Supportive, team-oriented culture with strong work-life balance
Work Location Flexibility
This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it.
Travel Expectations
Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions.
Requirements
Qualifications
1-2 years in a desktop support or corporate helpdesk environment preferred
Technically inclined and eager to learn new tools and platforms
Clear and concise communicator with the ability to explain technical concepts to non-technical users
Familiar with Windows 10/11; Mac OS experience is a plus
Skilled in teamwork and conflict resolution in a professional setting
Self-starter with strong follow-through and attention to process
Able to work independently while following team procedures and protocols
Salary Description
$18 - $20 per hour
Full-time
Description
Overview
We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.
Pay range: $18 - $20 per hour
Key Responsibilities
Technical Support
Provide timely support for hardware and software issues for both Windows and Mac environments
Troubleshoot remotely using VNC and KVM switch
Reimage systems, install OS and standard software (onsite and remote)
Coordinate warranty support with Dell and schedule onsite service when needed
Resolve common technical issues, including:
o Network connectivity
o System crashes/blue screens
o Printing problems
o Virus removal
Basic administration and troubleshooting of:
o DHCP / DNS
o Active Directory
o VPN and remote access tools
o Windows domain account issues
o Wireless connectivity and hotspots
Collaborate with the network team on basic troubleshooting tasks
Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures
Customer Service
Deliver prompt and courteous user support via:
o Wolken ticketing system (incident resolution and device lifecycle tasks)
o Google Chat and Gmail (Outlook familiarity is a plus)
o Zoom Calling and Zoom video conferencing
Maintain a positive user experience with clear communication and professionalism
Asset & Inventory Management
Maintain accurate records of hardware assets
Ensure timely deployment, collection, and tracking of end-user devices
Special Projects & Additional Duties
Assist with software and process testing and validation
Create clear, user-friendly technical documentation
Provide 1:1 or group technical training (remote or in-person)
Support office signage placement and daily ticket review/assignment tasks
May require occasional travel to other office locations
Work Schedule & Benefits
Monday-Friday, 8:00 AM - 5:00 PM (1-hour lunch)
No weekend or after-hours support expected (exceptions for special projects)
Benefits include:
o Paid holidays, vacation, and sick leave
o 401(k) plan
o Medical, dental, and vision insurance
o Structured onboarding and training
o Modern workspaces and innovative technology
o Supportive, team-oriented culture with strong work-life balance
Work Location Flexibility
This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it.
Travel Expectations
Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions.
Requirements
Qualifications
1-2 years in a desktop support or corporate helpdesk environment preferred
Technically inclined and eager to learn new tools and platforms
Clear and concise communicator with the ability to explain technical concepts to non-technical users
Familiar with Windows 10/11; Mac OS experience is a plus
Skilled in teamwork and conflict resolution in a professional setting
Self-starter with strong follow-through and attention to process
Able to work independently while following team procedures and protocols
Salary Description
$18 - $20 per hour
Salary : $18 - $20