What are the responsibilities and job description for the Desktop Support Technician position at Phoenix Business, Inc?
Job Title: Desktop Support Technician
Provide deskside and remote support for Windows and Apple laptops/desktops.
Provide deskside and remote support for Windows and Apple laptops/desktops.
- Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).
- Perform device imaging, deployment, and post-deployment troubleshooting.
- Configure and troubleshoot end-user devices
- Support mobile device setup and troubleshooting (iOS/Android).
- Diagnose and resolve hardware and software conflicts.
- Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.
- Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
- Ensure hardware assignments are accurate and recorded in the asset management system.
- Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.
- Coordinate with vendors for repairs or replacements of malfunctioning equipment.
- Ensure support activities comply with IT policies, security standards, and SLAs.
- Participate in rotational on-call support (including nights/weekends).
- 5–7 years of IT experience in desktop or end-user support.
- Hands-on experience with Office 365 troubleshooting and administration.
- Strong knowledge of Windows 10/11 and macOS platforms.
- Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
- Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
- Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
- Strong organizational skills with ability to prioritize multiple tickets and requests.
- Excellent interpersonal and customer service skills with a problem-solving mindset.
- Experience working in a help desk or call center environment preferred.
- Certifications (MCP, CompTIA A , ITIL Foundation) preferred.
- Must be able to lift up to 50 lbs.