Desktop Support Technician
About The Position
The Desktop Support Technician provides frontline technical support to internal users across the organization, ensuring reliable access to systems, hardware, and software required for daily operations. This role supports business continuity by troubleshooting issues, performing installations and configurations, maintaining equipment, and responding to IT service requests in alignment with established service level agreements (SLAs). The Desktop Support Technician partners closely with IT leadership, internal teams, and end users to resolve technical issues, document procedures, and support onboarding and offboarding activities. This position serves as a foundational role within the IT function and supports the organization’s technology standards, security protocols, and operational needs.
Requirements
- College degree in Computer Science, Information Technology, or a related field preferred, or equivalent hands-on experience.
- A+ Certification or equivalent required.
- 3–5 years of previous technical support experience preferred.
- Experience supporting end users in a fast-paced environment.
- Strong working knowledge of Windows operating systems.
- Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Experience with Active Directory and basic network services.
- Strong typing skills and familiarity with ITSM ticketing platforms.
- Clear verbal and written communication skills with a customer-service mindset.
- Strong troubleshooting, analytical, and critical-thinking abilities.
- Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
- Works well independently and as part of a team.
- Positive demeanor, reliability, and adaptability in changing environments.
Nice To Haves
- Exposure to ERP systems is a plus.
- Bilingual Spanish preferred.
Responsibilities
- Provide first-level technical support for hardware, software, and system issues across the organization.
- Troubleshoot and resolve desktop, laptop, printer, and mobile device issues to minimize downtime.
- Respond to IT service requests within defined SLA timeframes using the ITSM ticketing system.
- Support Windows 10 operating systems and Microsoft Office 365 applications.
- Perform laptop and PC imaging, deployment, and configuration.
- Install, configure, and troubleshoot software applications.
- Support Active Directory, DNS, DHCP, Group Policy, and Windows Server environments (2008–2019).
- Configure and support printers, copiers, Zebra label printers, and related peripherals.
- Assist with iPhone configuration, deployment, and support.
- Enforce company security policies and IT standards.
- Support employee onboarding and termination processes, including system access provisioning and deactivation.
- Submit billing documentation for IT department activities as required.
- Provide support to Production and field teams, including off-hours assistance when necessary.
- Create and maintain technical documentation, procedures, and job aids.
- Record detailed and accurate ticket notes to support knowledge sharing and reporting.
- Identify recurring issues and escalate trends or improvement opportunities to IT leadership.
- Build positive working relationships with internal users and stakeholders.
- Communicate clearly and professionally with technical and non-technical audiences.
- Support cross-functional initiatives and assume additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
