Desktop Support Technician

Follett Software, LLC•McHenry, IL

11d•Hybrid

About The Position

We are looking for a Desktop Support Technician to join our team in McHenry, IL. This is a hands-on, hybrid role for someone early in their IT career who is eager to learn, grow, and build a strong foundation in end-user support. The person in this role will support employees across in-office, remote, and global environments, helping with hardware, software, SaaS applications, account access, device setup, troubleshooting, and day-to-day technical issues. We are looking for someone who enjoys helping people, likes solving problems, and wants to keep building their technical skills. This role also requires someone who is comfortable supporting AI tools used across the business and has experience in using AI to work more efficiently, solve problems faster, and improve the support experience. The right candidate brings a strong work ethic, a service-first mindset, curiosity, and the ability to grow in a fast-moving environment.

Requirements

2-4 years of experience in desktop support, technical support, help desk, or a similar IT support role
CompTIA A+ and/or Network+ certification strongly preferred
Strong customer service mindset with a helpful, professional, and responsive approach
Experience supporting users in a SaaS-based environment
Experience working with remote, distributed, and global teams
Working knowledge of Windows and common desktop productivity tools
Comfort troubleshooting a wide range of end-user technology issues
Familiarity with identity and access tools, endpoint management, ticketing systems, and common collaboration platforms
Exposure to AI-enabled workplace tools or experience helping users adopt new technology
Strong communication skills and the ability to explain technical issues in plain language
Organized, dependable, and able to manage multiple support requests effectively
Eager to learn, open to feedback, and motivated to grow within IT support and operations

Responsibilities

Provide day-to-day desktop and end-user support for employees across in-office, remote, and global environments
Install, configure, test, maintain, and troubleshoot laptops, monitors, mobile devices, printers, peripherals, operating systems, and other end-user technology
Research and resolve hardware, software, operating system, network, audio/video, and application issues in a timely and accurate manner
Support SaaS applications, user accounts, permissions, password resets, and onboarding/offboarding tasks
Assess needs for new tools, functions, and software applications, and recommend improvements to existing systems and workflows
Help support collaboration, productivity, and AI tools used across the organization, including basic troubleshooting and user adoption support for approved AI tools and workflows
Use AI tools appropriately in daily work to improve troubleshooting, research, documentation, knowledge sharing, and issue resolution
Create and maintain clear documentation for applications, configurations, support processes, issue resolution, and knowledge articles
Prepare reports, instructions, and user-facing documentation as needed to support consistent operations and end-user understanding
Serve as a liaison between employees and vendors by helping coordinate installations, issue resolution, and follow-up
Help ensure employees understand company policies and best practices related to the use of computers, networks, internet access, and business systems
Partner with internal teams to improve the employee support experience, maintain asset tracking and device standards, and escalate more complex issues when needed while keeping stakeholders informed
Other duties as assigned