Desktop Support Technician

TEKsystems•Buffalo, NY

53d•$22 - $22•Onsite

About The Position

We are seeking a proactive and customer-focused Tier 1 Desktop Support Technician to provide first-level technical assistance to end users. This role is responsible for troubleshooting hardware, software, and network issues, ensuring minimal downtime and optimal user experience.

Requirements

1–2 years of experience in IT support or related field.
Strong knowledge of Windows OS and common business applications (Microsoft 365).
Familiarity with imaging tools (SCCM, MDT) and remote support platforms.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Excellent problem-solving skills and attention to detail.
Strong interpersonal and communication skills.

Nice To Haves

Experience with Active Directory account management.
Knowledge of ITIL practices and ticketing systems (ServiceNow, Zendesk).
Customer service experience in a fast-paced environment.

Responsibilities

Respond to and resolve Level 1 support tickets via phone, email, and in-person within established SLAs.
Diagnose and troubleshoot desktop, laptop, and peripheral issues (printers, scanners, monitors).
Install, configure, and update operating systems, applications, and security patches.
Assist with imaging and deployment of Windows-based devices using approved tools.
Provide basic network connectivity support (Wi-Fi, VPN, IP configuration).
Document all incidents, resolutions, and processes in the ticketing system.
Escalate complex issues to Tier 2/3 support teams when necessary.
Deliver excellent customer service and clear communication to non-technical users.