What are the responsibilities and job description for the Desktop Support Technician (Back Fill) position at Sharp Brains?
Key Responsibilities
Technical Support
Provide Level 1 support for desktops, laptops, printers, and mobile devices.
Assist users with Windows, macOS, and Linux operating systems.
Troubleshoot hardware and software issues, including MS Office, Outlook, VPN, and collaboration tools (Teams, Zoom, etc.).
Support password resets, account unlocks, and basic Active Directory tasks.
Configure and install applications, drivers, and patches.
Escalate incidents to L2/L3 or vendor support as per defined SLAs.
Incident & Service Management
Log, track, and resolve incidents and requests via ITSM tools (e.g., ServiceNow, Remedy, Jira).
Provide timely updates and ensure ticket closure within SLA.
Document solutions and update knowledge base articles.
Hardware & Peripheral Management
Support setup and configuration of desktops, laptops, and thin clients.
Assist in hardware replacements (RAM, HDD, peripherals, etc.).
Troubleshoot printer and scanner connectivity.
Network & Connectivity
Support basic network troubleshooting (LAN/Wi-Fi/VPN issues).
Assist with IP configuration, DNS, and proxy settings.
Escalate advanced networking issues to the NOC team.
Collaboration & Communication
Work closely with IT colleagues, vendors, and end-users to ensure seamless support.
Communicate technical issues clearly to non-technical users.
Assist in onboarding/offboarding activities for new joiners/leavers (system setup, access provisioning).
Compliance & Security
Ensure endpoint compliance with security policies (antivirus, encryption, updates).
Report security incidents or policy violations.
Support MFA/SSO-related queries.
Required Skills & Qualifications
Bachelor’s degree or diploma in IT/Computer Science (preferred).
2-3 years of IT support/helpdesk experience.
Strong knowledge of Windows 10/11, MS Office, and common enterprise apps.
Familiarity with ITSM ticketing tools.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Excellent communication and problem-solving skills.
Customer-oriented approach with strong interpersonal skills.
Nice-to-Have
Experience with SCCM, Intune, or other endpoint management tools.
Knowledge of Active Directory and Office 365 administration.
Exposure to Citrix, VMware Horizon, or VDI environments.
IT certifications (CompTIA A , Microsoft M365, ITIL Foundation).