Desktop Support

Key Responsibilities

• Provide onsite support for desktops, laptops, printers, mobile devices, and peripherals
• Diagnose and resolve hardware, software, and network connectivity issues
• Perform installations, upgrades, imaging, and device configurations
• Support conference room technology and audiovisual equipment
• Execute hardware repairs and break-fix activities
• Respond to incidents and service requests within SLA timelines
• Deliver white-glove support for executive and VIP users
• Aid with onboarding, device setup, and user transitions
• Communicate technical issues clearly to non-technical users
• Ensure high-quality customer experience and timely issue resolution
• Track IT assets and maintain accurate inventory records
• Perform asset tagging and CMDB updates in ServiceNow
• Cook up equipment deployment, refreshes, and decommissioning
• Manage staging and imaging activities for new devices
• Log and resolve incidents using ServiceNow or similar ITSM tools
• Escalate complex issues to higher-level support teams
• Follow SOPs, knowledge base articles, and operational procedures
• Document troubleshooting steps and technical solutions
• Collaborate with vendors, remote teams, and internal IT groups
• Support IT rollouts, migrations, and special projects
• Participate in disaster recovery and business continuity support
• Perform proactive site walks and equipment health checks

Required Qualifications

• Associate degree in IT, Computer Science, or equivalent experience
• 2+ years of desktop support or field services experience
• Experience supporting Windows 10/11 and macOS environments
• Knowledge of iOS and Android mobile device support
• Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Understanding of Active Directory, DNS, DHCP, and network troubleshooting
• Experience with ServiceNow or similar ITSM platforms
• Familiarity with MDM tools such as Intune or AirWatch
• Strong hardware troubleshooting and repair skills