Desktop Support Technician I

Dynalectric Company•Portland, OR

8d•Onsite

About The Position

The Desktop Support Technician I provides a single point of contact for end users seeking support and maintenance within the organization’s desktop computing environment. The role installs, maintains, and upgrades PC hardware, mobile devices, and equipment to ensure optimal performance. It also provides timely, accurate basic troubleshooting in person, by telephone, or by email, and assists end users when and where required. Complex issues are escalated to Level II technicians. The position supports desktop computers and mobile devices, manages equipment inventory, and prepares computers for use. It includes responding to support tickets, guiding users through solutions, checking workstation functionality, configuring phones and tablets, maintaining asset records, auditing security configurations as assigned, imaging computers with Intune, and installing user-specific software. The role is office-based in a temperature-controlled environment, with typical hours Monday through Friday during normal business hours. It has no direct reports.

Requirements

At least 1 year of experience as a Desktop Support Technician I or in a similar role.
Excellent verbal and written communication skills.
Experience with a current Windows operating system.
Experience with Microsoft O365, Apple iOS, Citrix, and an MDM environment.
Experience responding to a ticket-based support system.
Strong customer service skills.
Strong problem-solving skills.
Ability to multitask in a fast-paced work environment.
Ability to lift and/or move up to 25 pounds.
Ability to meet the role's physical demands, including occasional sitting, climbing or balancing, and stooping, kneeling, crouching, or crawling; required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Address user tickets regarding hardware, software, and networking, including basic troubleshooting through the support ticketing system.
Guide users with step-by-step instructions and help create technical documentation and manuals.
Follow up with internal customers to confirm workstations are functional, including mounted drives, printer services, and email.
Conduct remote troubleshooting by asking targeted questions, testing solutions, escalating unresolved issues, and recording technical issues and solutions in logs.
Configure mobile phones by assigning them to users, configuring email, deploying required applications, and setting device security; configurations are validated by a Level III technician.
Configure tablets by assigning them to users, installing required applications, and setting device security; configurations are validated by a Level III technician.
Enter new equipment into the tracking database, including receiving equipment, applying asset tags, and recording specifications and serial numbers.
Retire outdated equipment from the asset database and store it securely until proper disposal.
Audit systems for proper security software and configurations as assigned by the IT Manager or Lead.
Image computers using Intune, apply the current image and computer naming standard, and create user accounts and access.
Install user-specific software according to user manager instructions.