Desktop Support

Position Overview

We are seeking a Desktop Support professional to provide hands-on technical support in a fast-paced enterprise environment. This role focuses on supporting end users with hardware, software, and connectivity issues while delivering excellent customer service. The position requires a strong onsite presence to assist employees directly, troubleshoot devices, and support daily IT operations.

Key Responsibilities

• Provide in-person technical support for end users experiencing hardware or software issues.
• Troubleshoot and resolve desktop, laptop, operating system, and application-related problems.
• Support Microsoft 365 applications and collaboration tools.
• Aid with user account management and access-related issues.
• Configure, deploy, maintain, and troubleshoot end-user devices.
• Diagnose and resolve VPN connectivity and remote access issues.
• Support device imaging, software deployment, and system updates.
• Document issues, resolutions, and technical procedures within the ticketing system.
• Collaborate with other IT team members to resolve escalated issues.
• Provide exceptional customer service while supporting users across the organization.

Required Qualifications

• Experience providing desktop or technical support in a corporate environment.
• Strong customer service and interpersonal communication skills.
• Hands-on experience supporting:
• Microsoft Windows 11
• Microsoft 365 (Office 365)
• Active Directory / Azure Active Directory
• SCCM (Microsoft Endpoint Configuration Manager)
• VPN connectivity and troubleshooting
• Dell desktop and laptop hardware
• BIOS configuration and troubleshooting
• Microsoft Teams, OneDrive, and SharePoint
• Basic understanding of networking concepts and troubleshooting.
• Ability to diagnose and resolve technical issues independently.

Preferred Qualifications

• Experience with ticketing systems such as Cherwell or ServiceNow.
• Experience supporting Citrix environments.
• Familiarity with LogMeIn Rescue or similar remote support tools.
• Experience with endpoint patch management solutions.
• Audio/Visual (AV) support experience.
• Experience supporting Apple iPhone and iPad devices.
• MacOS support experience.

Top Skills

• Desktop Support
• Windows 11 Administration
• Microsoft 365 Support
• Active Directory / Azure AD
• SCCM
• Troubleshooting & Root Cause Analysis
• Customer Service
• VPN Support
• Hardware Support
• Endpoint Management
• Tools & Technologies
• Microsoft Windows 11
• Microsoft 365
• Azure Active Directory / Active Directory
• SCCM
• Microsoft Teams
• OneDrive
• SharePoint
• VPN Technologies
• Cherwell (preferred)
• Citrix (preferred)
• LogMeIn Rescue (preferred)

Education & Certifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Relevant technical certifications are a plus (CompTIA A+, Microsoft certifications, etc.).

Benefits

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.