Canton Field Services Agent - Jr
Softtek•Fond du Lac, WI
•Onsite
About The Position
The Desktop Support Specialist provides hands‑on technical support to end users for desktop, laptop, peripheral, and basic network issues. This role focuses on incident resolution, troubleshooting, and user assistance to ensure reliable day‑to‑day technology operations. The position is primarily operational and customer‑service oriented.
Requirements
- Associate degree in Information Technology or related field or equivalent practical experience.
- 1–3 years of experience in desktop or technical support.
- Working knowledge of Windows operating systems
- Working knowledge of Microsoft 365 / Outlook
- Working knowledge of Hardware troubleshooting and peripheral devices
- Strong customer service and communication skills.
- Ability to lift and move IT equipment (typically up to 30–40 lbs).
Nice To Haves
- CompTIA A+, Network+, or similar certifications.
- Experience with IT ticketing systems (e.g., ServiceNow, Jira, Freshservice).
- Familiarity with basic Active Directory or device management tools.
Responsibilities
- Provide Tier 1–2 desktop support for hardware, operating systems, standard business applications, printers, mobile devices, and peripherals.
- Diagnose and resolve user issues related to Windows 10 and 11, Microsoft 365, email, VPN, and common enterprise applications.
- Install, configure, and maintain desktop and laptop systems, monitors, and accessories.
- Perform basic network troubleshooting (connectivity, Wi‑Fi access, device mapping).
- Respond to service desk tickets and walk‑up requests in accordance with SLAs.
- Document issues, resolutions, and procedures in the IT ticketing system.
- Educate end users on proper use of systems, security practices, and standard tools.
- Escalate complex issues to senior IT staff or vendors as appropriate.
- Track IT assets (hardware/software inventory).
- Assist with onboarding/offboarding tasks (equipment setup, access provisioning/de‑provisioning under direction).
- Apply updates, patches, and basic security configurations per established policies.
- Follow company IT, security, and data‑privacy policies.
- Report security incidents or suspected breaches promptly.
- Support audits or internal reviews by providing documentation when requested.
- Perform other related duties as assigned within the scope of desktop support.
- Maintain accurate records of incidents, solutions, and asset inventory.
- Support IT infrastructure moves, adds, and changes (MAC activities).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
