Desktop Support Technician

Role Summary

The Local IT (Client Tech) Support Engineer is responsible for providing on-site and remote end-user technology support to ensure seamless business operations. The role focuses on desktop support, endpoint management, application troubleshooting, and coordination with central IT teams, while delivering a high-quality user experience aligned with service levels and operational standards.

Key Responsibilities

End-User & Desktop Support

• Provide on-site and remote support for desktops, laptops, peripherals, and mobile devices.
• Troubleshoot Windows OS (Windows 10/11), hardware, drivers, and system performance issues.
• Support user onboarding, offboarding, and workstation provisioning.

Endpoint & Device Management

• Manage endpoints using tools such as SCCM / Microsoft Intune.
• Perform software deployments, patching, and compliance remediation.
• Support device imaging, re-imaging, and Windows upgrades.
• Monitor endpoint health and perform corrective actions.

Applications & Collaboration Support

• Support M365 applications including Outlook, Teams, OneDrive, SharePoint, and business applications.
• Troubleshoot application access, performance, and installation issues.
• Assist with application updates and version compatibility.

Identity, Access & Security

• Manage user accounts and access using Active Directory and Entra ID (Azure AD).
• Handle password resets, account unlocks, group membership changes, and MFA support.
• Support endpoint security, antivirus, BitLocker, and compliance policies.

Networking & Connectivity

• Troubleshoot LAN/Wi-Fi, VPN, printer, and basic network connectivity issues.
• Coordinate with network teams for cabling, switch port, or advanced network issues.

ITSM & Process Adherence

• Log, update, and resolve incidents and service requests within SLA.
• Maintain clear ticket documentation, chronology, and resolution notes.
• Adhere to SOP, SOW, change management, and security policies.
• Support audits, asset management, and compliance checks.

Collaboration & Continuous Improvement

• Work closely with Service Desk, Client Tech, Infrastructure, and Security teams.
• Proactively identify recurring issues and suggest process or automation improvements.
• Participate in knowledge sharing and continuous upskilling.

Required Skills & Qualifications

• Strong experience in Windows OS, desktop troubleshooting, and hardware support.
• Hands-on experience with SCCM and/or Microsoft Intune.
• Knowledge of Active Directory, Entra ID, and M365 applications.
• Basic understanding of networking concepts (IP, DNS, DHCP, VPN).
• Familiarity with ITIL processes and SLA-driven support environments.
• Good communication skills and customer-focused approach.

Preferred Skills

• Exposure to Azure Virtual Desktop (AVD) or virtual environments.
• Experience supporting enterprise applications and security tools.
• Ability to work independently in an on-site support role.

Benefits

• Medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• Employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year

This response is AI-generated, for reference only.