Desktop Support Technician

DUTIES TO BE PERFORMED

The Desktop Support Technician provides Tier 1 technical support to clients both on site and remotely. This position is based on site and includes in-person support, workstation deployments, onboarding activities, and remote troubleshooting services.

• Serve as the first point of contact for clients seeking technical assistance via phone, email, ticketing systems, and on-site support.

• Provide Tier 1 technical support for hardware, software, account access, and connectivity issues for both on-campus and remote clients.

• Perform workstation deployments, onboarding support, equipment setup, and technology refresh activities.

• Troubleshoot and resolve technical issues in person and remotely using tools such as LogMeIn.

• Support Windows and macOS workstations, mobile devices, Microsoft 365 applications, and Active Directory accounts.

• Document incidents, service requests, and resolutions within the ticketing system.

• Escalate complex issues as needed and collaborate with other IT teams to ensure timely resolution.

• Deliver exceptional customer service while maintaining the confidentiality of sensitive information.

REQUIRED SKILLS / QUALIFICATIONS

Orientation specific to environment will be provided. It is expected that resources will have the skills & experience to perform the duties required and not need to be trained in technical desktop support & technologies.

• 2–3 years of desktop support experience in a managed enterprise environment.

• Experience supporting Windows and macOS operating systems and iOS and Android mobile devices.

• Working knowledge of basic networking concepts, VPN connectivity, and troubleshooting.

• Experience supporting Microsoft 365 services, including Outlook, Teams, calendaring, and contacts.

• Experience with Active Directory user account administration and permissions management.

• Strong problem-solving, customer service, and communication skills.

• Experience using remote support tools such as LogMeIn.

• Ability to work independently and collaboratively in a fast-paced support environment.

• Reliable attendance, punctuality, and commitment to handling sensitive information appropriately.

MUST BE AVAILABLE TO BE ONSITE 5 DAYS A WEEK

We are a direct vendor with this client.