What are the responsibilities and job description for the Support Technician position at The Intersect Group?
Role Summary
We are seeking a Desktop Support Technician to provide hands on technical support for end users across distribution center and corporate environments. This role serves as a key point of contact for resolving technology issues, maintaining hardware and software systems, and ensuring employees have the tools they need to perform their jobs effectively.
The ideal candidate will diagnose and resolve technical issues, support a wide range of devices and applications, manage hardware inventory, and collaborate with IT teams to deliver exceptional support. Success in this role requires strong customer service skills, technical troubleshooting expertise, and the ability to prioritize multiple requests in a fast paced environment.
Key Responsibilities
• Provide onsite technical support to distribution center and corporate users for hardware, software, and connectivity issues
• Diagnose and resolve problems involving desktops, laptops, tablets, printers, scanners, and peripheral devices
• Support Microsoft Windows operating systems, Microsoft Office applications, and business critical software
• Install, configure, maintain, and replace technology equipment as needed
• Manage hardware inventory, asset tracking, equipment deployment, and disposal processes
• Collaborate with service desk teams to resolve incidents and meet established service levels
• Support network connected devices including wireless access points, switches, routers, and related infrastructure
• Participate in technology projects and contribute to continuous improvement initiatives
Key Requirements
• Minimum of 2 years of experience providing technical support for end user devices including desktops, laptops, and tablets
• CompTIA A Certification required
• Experience supporting current Microsoft Windows operating systems and Microsoft Office products
• Knowledge of desktop support tools and troubleshooting methodologies
• Experience working within service level agreements and managing support tickets through completion
• Familiarity with audio visual systems, point of sale devices, payment terminals, network printing, or similar technologies preferred
• Strong verbal and written communication skills with the ability to present technical information to both technical and nontechnical audiences
• Excellent organizational, analytical, and problem solving skills with the ability to manage multiple priorities
Preferred Qualifications
• CompTIA Network Certification or willingness to obtain within the first year
• ITIL Foundation certification
• Experience supporting Citrix or other virtual desktop environments
• Experience supporting distribution center, retail, or corporate technology environments
Work Environment
• Primarily onsite role supporting distribution center and corporate operations
• Frequent interaction with business users, leadership teams, vendors, and technical teams
• Travel may be required depending on assigned location and business needs
• Ability to adapt to changing priorities and support needs across multiple departments