What are the responsibilities and job description for the Desktop Support Technician position at Primary Services?
Build your IT career with a Fortune 500 energy utility serving more than 7 million customers, backed by over 150 years of industry experience. Put your hands-on troubleshooting, Windows support, and technical problem-solving skills to work in a large enterprise environment where reliable technology supports essential operations. Gain exposure to diverse IT systems, networking technologies, and enterprise support tools while helping employees stay connected and productive.
The Desktop Support Technician will provide frontline technical assistance for computer hardware, software, network connectivity, and workplace technology. This position combines hands-on equipment support with remote troubleshooting, system maintenance, and end-user assistance. Working alongside IT professionals across the organization, this role helps resolve technical issues, minimize downtime, and maintain reliable technology services.
Responsibilities
- Provide technical support to employees through phone, email, remote assistance, and in-person troubleshooting.
- Diagnose and resolve hardware, software, operating system, and network connectivity issues.
- Install, configure, maintain, and upgrade Windows-based computers and business applications.
- Troubleshoot Microsoft 365 applications, Windows 10 environments, and related desktop software.
- Support laptops, desktops, printers, scanners, monitors, and video conferencing equipment.
- Investigate LAN, WAN, VPN, and TCP/IP connectivity issues and escalate complex problems as needed.
- Configure computer equipment, peripherals, and user workstations to support business operations.
- Document technical incidents, troubleshooting steps, and resolutions using ServiceNow or similar ticketing systems.
- Monitor and maintain IT equipment inventory, replacement devices, and spare hardware.
- Coordinate with network, infrastructure, and other IT teams to resolve escalated technical issues.
- Follow up with end users to verify issue resolution and provide basic technical guidance.
- Support routine system maintenance, software updates, and equipment replacement activities.
Qualifications
- Associate's degree in Computer Science, Information Technology, or a related field.
- 2 years of experience in desktop support, IT help desk, or technical support.
- Hands-on experience troubleshooting Windows operating systems, computer hardware, and Microsoft 365 applications.
- Experience installing, configuring, and maintaining desktop computers, laptops, and peripheral devices.
- Working knowledge of LAN, WAN, VPN, TCP/IP, network routing, switches, and firewall technologies.
- Experience diagnosing hardware, software, and network connectivity issues.
- Familiarity with ServiceNow or comparable IT service management and ticketing platforms.
- Experience providing remote and onsite technical support to end users.
- Knowledge of computer imaging, software installations, operating system upgrades, and routine maintenance.
- Experience maintaining technical documentation, incident records, and IT equipment inventories.