Desktop Technician

Stream Data Centers•Frisco, TX

6d•Onsite

About The Position

The Desktop Technician is an entry-level, Tier 1 support role responsible for providing friendly, responsive, and reliable technical assistance to Stream employees. This position receives, documents, troubleshoots, and resolves common incidents and service requests; prepares and deploys end-user devices; supports Microsoft 365 and standard business applications; and assists with onboarding and offboarding activities. This role is designed for someone early in their IT career who brings foundational technical knowledge, strong customer-service skills, and a willingness to learn. The Desktop Technician works closely with senior IT team members and follows established security, escalation, documentation, and service-management practices. Under the direction of the Manager, IT Applications and Helpdesk, the Desktop Technician provides in-office support across Stream's Dallas and Frisco locations. The technician serves as a first point of contact for end-user technology needs, restores service where possible, escalates issues when appropriate, and helps maintain accurate records for tickets, devices, and user support activities.

Requirements

High school diploma or GED equivalent required.
Relevant education, technical training, and hands-on experience.
Hands-on Helpdesk, Service Desk, desktop support, internship, lab, or comparable technical experience.
Foundational knowledge of Windows 10/11, Microsoft 365 applications, and common endpoint troubleshooting techniques.
Basic understanding of networking concepts such as Wi-Fi, VPN, IP connectivity, and printer troubleshooting.
Ability to install, configure, and support laptops, desktops, mobile devices, displays, printers, and common peripherals.
Strong customer-service skills and the ability to communicate technical concepts to non-technical users.
Ability to organize multiple requests, follow documented procedures, and ask for help or escalate when appropriate.

Nice To Haves

Associate degree or higher in Information Technology, Computer Science, or a related field.
2+ years of Helpdesk, Service Desk, desktop support, internship, lab, or comparable hands-on technical experience.
Professional written and verbal communication skills.
IT certifications, including CompTIA A+, CompTIA ITF+, or Microsoft 365 Fundamentals.
Exposure to Microsoft Intune, Entra ID, Active Directory, an ITSM platform, or remote-support tools.

Responsibilities

Provide Tier 1 support through the approved service channels, including phone, email, chat, ticket portal, and in-person requests.
Record, categorize, prioritize, and update incidents and service requests in the IT service-management system.
Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, browsers, printers, Wi-Fi, VPN, conference-room technology, and peripherals.
Prepare, configure, deploy, replace, and recover laptops, desktops, monitors, mobile devices, and accessories in accordance with Stream standards.
Assist with device enrollment, application installation, and endpoint provisioning through Microsoft Intune and other approved tools.
Support password resets, multifactor authentication, and routine account-access issues while following identity-verification and least-privilege procedures.
Complete assigned onboarding and offboarding tasks, including equipment preparation, access coordination, device recovery, and asset documentation.
Escalate unresolved, security-sensitive, or higher-impact issues to the appropriate IT team member with complete troubleshooting notes and relevant evidence.
Maintain accurate ticket notes, asset records, support procedures, and knowledge articles.
Communicate clearly and professionally with users, provide practical status updates, and confirm resolution before closing requests.
Follow Stream's information-security, change-management, acceptable-use, and support procedures.
Support occasional after-hours activities or on-call coverage when assigned.