Desktop Support Technician

Onsite Desktop Support 

*This position is 100% on-site

Position Summary

The Desktop Support Technician provides on-site technical support for end users, resolving hardware, software, and basic network issues. This role handles Level 1–Level 2 support tasks, ensures timely ticket resolution, and helps maintain a stable and productive end-user computing environment. It is ideal for someone with approximately two years of IT support experience.

Key Responsibilities

End-User Support

• Respond to and resolve support tickets related to desktops, laptops, mobile devices, and peripherals.
• Troubleshoot issues involving Windows and macOS operating systems, Microsoft 365, and common business applications.
• Assist with troubleshooting basic network connectivity issues, including LAN, Wi-Fi, and VPN.
• Provide excellent customer service and clear communication when supporting end users.

Hardware & Software Troubleshooting

• Diagnose and resolve hardware issues such as device failures, performance problems, and peripheral malfunctions.
• Install, configure, and update software in alignment with IT standards.
• Coordinate hardware repairs with external vendors when needed.

System Administration Support

• Perform basic user account tasks in Active Directory, Azure AD, and Microsoft 365.
• Assist with system imaging, workstation setup, and device configuration.
• Support endpoint security tools such as antivirus, encryption, and MFA.

Deployments & Asset Management

• Participate in hardware deployments, refresh cycles, and office move activities.
• Maintain accurate inventory records for IT equipment and assets.
• Prepare, configure, and issue new devices to end users.

Documentation & Collaboration

• Document troubleshooting steps, solutions, and updates in the ticketing system.
• Contribute to knowledge base articles and internal support documentation.
• Work closely with Level 1 support teams and escalate issues appropriately.

Qualifications

Required

• Approximately 1–2 years of experience in desktop support, help desk, or IT support.
• Working knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 applications.
• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience using a ticketing system such as ServiceNow, Jira, or Freshservice.
• Strong customer service, communication, and problem-solving skills.

Preferred

• CompTIA A+, Network+, or similar certification (or progress toward one).
• Experience with endpoint management tools such as Intune, SCCM, or JAMF.
• Experience supporting mobile devices (iOS/Android).

Core Competencies

• Strong troubleshooting and analytical skills
• Clear and professional communication
• Ability to prioritize multiple support requests
• Customer-focused mindset
• Attention to detail and accuracy