Desktop Support Technician

GDR Group•Colorado Springs, CO

7d•Onsite

About The Position

We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.

Requirements

1–2+ years in a desktop support or corporate helpdesk environment preferred
Technically inclined and eager to learn new tools and platforms
Clear and concise communicator with the ability to explain technical concepts to non-technical users
Familiar with Windows 10/11; Mac OS experience is a plus
Skilled in teamwork and conflict resolution in a professional setting
Self-starter with strong follow-through and attention to process
Able to work independently while following team procedures and protocols

Nice To Haves

Mac OS experience is a plus
Outlook familiarity is a plus

Responsibilities

Provide timely support for hardware and software issues for both Windows and Mac environments
Troubleshoot remotely using VNC and KVM switch
Reimage systems, install OS and standard software (onsite and remote)
Coordinate warranty support with Dell and schedule onsite service when needed
Resolve common technical issues, including: Network connectivity System crashes/blue screens Printing problems Virus removal
Basic administration and troubleshooting of: DHCP / DNS Active Directory VPN and remote access tools Windows domain account issues Wireless connectivity and hotspots
Collaborate with the network team on basic troubleshooting tasks
Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures
Deliver prompt and courteous user support via: Wolken ticketing system (incident resolution and device lifecycle tasks) Google Chat and Gmail (Outlook familiarity is a plus) Zoom Calling and Zoom video conferencing
Maintain a positive user experience with clear communication and professionalism
Maintain accurate records of hardware assets
Ensure timely deployment, collection, and tracking of end-user devices
Assist with software and process testing and validation
Create clear, user-friendly technical documentation
Provide 1:1 or group technical training (remote or in-person)
Support office signage placement and daily ticket review/assignment tasks
May require occasional travel to other office locations