Desktop/End User Support Technician
About The Position
The Desktop / End User Support Technician provides technical support for desktop hardware, software, peripherals, and end-user technology services. This role is responsible for diagnosing, troubleshooting, and resolving moderately complex technical issues escalated from first-level support teams while delivering exceptional customer service to associates and business partners. The technician supports a variety of desktop computing environments, responds to support requests through multiple channels, and ensures issues are documented, tracked, and resolved in accordance with service level expectations. This position also assists with end-user training, technology adoption, and continuous improvement initiatives. The ideal candidate is customer-focused, technically proficient, and capable of working independently within established support processes and operational guidelines.
Requirements
- High School Diploma, GED, or equivalent work experience.
- Less than 3 years of experience in Desktop Support, End User Support, Technical Support, Service Desk, or a related IT support role.
- Experience troubleshooting and resolving technical issues of moderate complexity, including issues escalated from first-level support teams.
- Experience supporting desktop hardware, software applications, operating systems, and related end-user technologies.
- Experience responding to technical support requests through phone, email, ticketing systems, and online support channels.
- Experience documenting, tracking, and monitoring incidents and service requests using support tools and ticket management systems.
- Basic understanding of desktop operating systems, hardware components, software installation, and troubleshooting methodologies.
- Strong customer service, communication, and problem-solving skills.
- Ability to prioritize workload and manage multiple support requests in a fast-paced environment.
- Ability to work independently while following established policies, procedures, and support standards.
- Understanding of organizational goals and commitment to delivering exceptional customer and end-user experiences.
- Passion for contributing to an organization focused on continuously improving consumer experiences.
Nice To Haves
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Bachelor's degree in Computer Science preferred.
- Experience supporting enterprise desktop environments.
- Experience with IT Service Management (ITSM) platforms and ticketing systems.
- Familiarity with Microsoft Windows operating systems, Microsoft 365 applications, and common enterprise technologies.
- Industry certifications such as CompTIA A+, Microsoft Fundamentals, or similar technical certifications.
Responsibilities
- Provide technical support for desktop hardware, software applications, operating systems, mobile devices, printers, and peripheral equipment.
- Research, troubleshoot, and resolve moderately complex technical issues escalated from first-level support teams.
- Respond to escalated support requests received through telephone, email, chat, ticketing systems, and online support channels.
- Diagnose system, application, hardware, and connectivity issues and implement appropriate solutions.
- Document incidents, service requests, troubleshooting steps, and resolutions using applicable ticketing and support systems.
- Track, monitor, and manage support cases through resolution while providing timely status updates to customers.
- Escalate complex issues to appropriate technical teams when necessary and coordinate resolution efforts.
- Install, configure, maintain, and support desktop hardware, software, and related technology solutions.
- Assist with workstation deployments, upgrades, equipment replacements, and technology refresh initiatives.
- Provide guidance and training to end users on supported technologies, applications, and best practices.
- Ensure compliance with organizational security, asset management, and technology support procedures.
- Contribute to knowledge articles, process documentation, and continuous improvement efforts.
- Maintain a high level of customer satisfaction through effective communication and issue resolution.
Benefits
- medical
- dental
- vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
