Onsite Desktop Support Technician

100% Onsite at MCPC Client

The Desktop Support Technician provides high-quality, second-level technical support for end-user computing environments, including laptops, desktops, printers, mobile devices, and software. This role focuses on delivering an excellent customer experience, building strong relationships with employees, and resolving complex technical issues that cannot be addressed by first-level support. The ideal candidate communicates clearly, works efficiently, and demonstrates strong troubleshooting skills in a fast-paced environment.

Key Responsibilities

• Prioritize, triage, communicate, and resolve technical issues in a timely and professional manner
• Provide second-level technical support for incidents escalated from the Service Desk, both in person and remotely
• Diagnose and resolve complex hardware, software, network, VPN, and MFA-related issues
• Image, configure, deploy, and support desktop and laptop systems
• Maintain accurate asset and software inventory records
• Deploy, troubleshoot, and support hardware and software solutions
• Log, track, and document incidents and resolutions in the ticketing system
• Support PC replacement programs and emergency equipment exchanges
• Rebuild Windows user profiles as needed
• Administer user access to applications and systems
• Analyze logs across multiple Microsoft applications to identify and resolve issues
• Participate in IT project implementations and perform additional job-related duties as assigned
• Engage and collaborate with appropriate IT teams when issues fall outside of assigned scope
• Contribute to process improvements and documentation
• Work effectively within a team environment while managing tasks independently
• Maintain strict confidentiality of all sensitive information, communications, and records

Required Skills and Competencies

• Strong understanding of basic and advanced troubleshooting methodologies
• Ability to quickly assess technical issues and identify effective solutions
• Working knowledge of Microsoft operating systems and applications
• Understanding of desktop Group Policy Objects (GPOs)
• Experience re-imaging and deploying workstations
• Remote support experience
• Experience with software distribution and patch management tools
• Ability to creatively troubleshoot issues that may not be well documented
• Excellent customer service mindset with a positive, professional attitude
• Strong communication skills with the ability to adapt to various audiences
• Effective time management and attention to detail
• Ability to manage multiple competing priorities with minimal supervision
• Strong work ethic and collaborative mindset
• Conflict resolution and interpersonal skills

Education and Certifications

• Associate’s or Bachelor’s degree in Information Technology or a related field preferred
• ITIL certification preferred
• A combination of relevant education, certifications, and experience will be considered

Preferred Experience

• 2+ years of Microsoft Windows desktop operating system deployment experience
• 2+ years of experience with SCCM or other software distribution tools
• Windows 11 deployment and support experience
• Experience using ITSM platforms such as ServiceNow