What are the responsibilities and job description for the Desktop & IT Support Technician position at mPulse?
Job Summary
The Desktop & IT Support Technician is responsible for supporting and maintaining mPulse computer systems, end-user workstations, production hardware, and related peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal performance. The Technician provides timely support to end users (in person or remotely), troubleshoots technical issues, and collaborates with the Technology team to maintain a reliable and efficient computing environment.
Duties/Responsibilities
The Desktop & IT Support Technician is responsible for supporting and maintaining mPulse computer systems, end-user workstations, production hardware, and related peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal performance. The Technician provides timely support to end users (in person or remotely), troubleshoots technical issues, and collaborates with the Technology team to maintain a reliable and efficient computing environment.
Duties/Responsibilities
- Install, configure, and maintain computer hardware, software, and peripherals.
- Perform diagnostics and resolve complex desktop, workstation, and network-related issues.
- Provide technical support via phone, Jira/QC tickets, or on-site visits.
- Conduct preventive maintenance on all production and internal IT equipment.
- Collaborate with IT team members to ensure efficient operation of desktop computing systems.
- Research and recommend hardware/software solutions for procurement and system improvements.
- Manage and resolve workstation network and software-related issues.
- Liaise with third-party vendors for warranty service, equipment repair, and technical support.
- Maintain and update backup systems for job processing, database administration, and replication tools.
- Monitor and support internal production equipment used for client workflow creation and processing.
- Support and become proficient in specialized production and workflow systems such as:
- HP DFE (Roll Fed Presses)
- Canon IX 3200 DFE
- Fiery DFE
- EFI PACE MIS
- Impostrip
- XJet
- Matchmate
- Standard Horizon DFE
- BCC Postal Software
- Manage internal camera systems including user administration and storage monitoring.
- Maintain Quality Control systems supporting 40 devices.
- Support internal workflow platforms including:
- Digital Job Submission
- Equipment Scans
- Scan Verification
- Open Jobs
- Recoveries
- Inventory
- Strong analytical, problem-solving, and troubleshooting skills.
- Hands-on experience supporting desktop hardware, operating systems, and networking.
- Excellent oral and written communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong customer service orientation and professionalism.
- Working knowledge of current IT protocols, operating systems, and industry best practices.
- Experience with production workflow systems or print-processing DFEs (preferred but not required).
- Ability to manage multiple tasks, prioritize effectively, and follow through with minimal supervision.
- Associate degree required, preferably in Computer Science or a related technical field.
- Bachelor’s degree in Computer Science preferred.
- Industry certifications such as CompTIA A , MCP, or related certifications are a plus.
- Minimum 2–3 years of direct IT support or desktop support experience.
- Must be able to sit at a desk 80% of the time.
- Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Must be able to operate a computer and other office products (i.e., a computer printer).
- Must be able to lift up to 25 pounds.