Desktop Support Specialist

Job Title: Desktop Support Technician (Enterprise / Onsite)

Location: Dallas, TX 75261 – Fully Onsite

Work Schedule: Standard business hours with occasional overtime

Role Overview

We are seeking an onsite Desktop Support Technician to provide hands-on technical support at an enterprise client location in Dallas. This role supports end users, executives, and shared infrastructure across multiple sites. The technician will troubleshoot hardware/software issues, manage tickets, maintain network closets and A/V systems, and deliver high-touch customer service. This is a fast-paced environment requiring strong multitasking, prioritization, and independent problem-solving.

Core Responsibilities

• Provide onsite support for desktops, laptops, peripherals, and enterprise software
• Deliver white-glove/executive support for senior leadership and VIP users
• Troubleshoot and resolve hardware, software, and connectivity issues
• Support and maintain A/V and conference room technology
• Maintain and organize network closets and structured cabling
• Manage and resolve tickets in ServiceNow within SLA timelines
• Support device provisioning and management through Microsoft Intune
• Track, document, and communicate issues, resolutions, and trends
• Recommend hardware and technical improvements to enhance performance
• Collaborate with IT teams, managers, and vendors across multiple sites
• Provide feedback for continuous service and process improvement
• Support multiple locations and priorities simultaneously
• Work overtime when required for projects or support needs

Required Qualifications

• Bachelor’s degree from an accredited institution (or equivalent experience)
• 2–4 years of enterprise desktop or IT support experience
• Experience with ServiceNow (ticketing and incident management)
• Experience with Microsoft Intune or endpoint management tools
• Strong troubleshooting and critical-thinking skills
• Ability to work independently in an onsite enterprise environment
• Strong customer service and communication skills
• Ability to multitask across multiple tickets and projects
• Ability to pass required background and drug screening

Preferred:

• CompTIA A certification (strongly preferred)
• Experience supporting enterprise or airport environments
• Experience with executive/VIP support
• Familiarity with basic networking and cabling

Skills:

End-User Support

• Desktop Support
• Laptop Support
• Hardware Troubleshooting
• Software Troubleshooting
• Peripheral Support
• Executive / White-Glove Support
• IT Help Desk
• Ticket Management

Systems & Tools

• Microsoft Intune
• ServiceNow
• Windows OS Support
• Microsoft 365
• Endpoint Management
• Device Imaging & Deployment

Infrastructure & A/V

• A/V Support
• Conference Room Technology
• Network Closet Maintenance
• Structured Cabling
• Basic Networking (LAN/WAN)

IT Operations

• Incident Management
• SLA Management
• Asset Tracking
• Documentation
• Multi-Site Support
• Onsite IT Support

Soft Skills

• Customer Service
• Communication
• Problem Solving
• Critical Thinking
• Time Management
• Multitasking
• Professionalism
• Adaptability
• Team Collaboration