What are the responsibilities and job description for the IT Executive Support Technician position at Ovation Workplace Services Inc?
POSITION DESCRIPTION
Desktop Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
Provide Level 2/3 support for desktop, laptop, and mobile device issues.
Install, configure, and maintain Windows and macOS operating systems.
Troubleshoot hardware failures and perform repairs or coordinate replacements.
Support Microsoft 365 applications, VPN connectivity, and remote access tools.
Assist with onboarding/offboarding processes including device setup and account provisioning.
Maintain inventory of IT assets and ensure compliance with company policies.
Collaborate with other IT teams to resolve complex issues and implement solutions.
Document support activities, resolutions, and procedures in the ticketing system.
Provide technical guidance and training to end-users as needed.
MINIMUM QUALIFICATIONS
Education
• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience
Experience
Minimum 3 years of experience in desktop support or IT helpdesk roles.
Strong knowledge of Windows 10/11, macOS, and Microsoft 365 suite.
Experience with Active Directory, SCCM, Intune, and remote desktop tools.
Familiarity with networking fundamentals (TCP/IP, DNS, DHCP).
Excellent troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work independently and manage multiple priorities.
Willingness to perform physical tasks (e.g., lifting equipment, crawling under desks).
Experience with ticketing systems (e.g., ServiceNow, etc.) is preferred.
Certifications (Preferred)
• CompTIA A certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.