Desktop Support Technician

About the role

We are seeking a skilled Desktop Support Technician to join a dynamic IT team supporting a diverse user community. This individual will serve as an IT generalist responsible for delivering technical support, troubleshooting hardware and software issues, maintaining desktop environments, and providing exceptional customer service.

Responsibilities

• Provide end-user support for desktop, laptop, mobile device, and peripheral-related issues.
• Troubleshoot and resolve hardware, software, network connectivity, and system access problems.
• Install, configure, and maintain operating systems, applications, and desktop hardware.
• Manage user and group accounts within Active Directory.
• Create and maintain organizational units and implement Group Policy requirements as needed.
• Install and configure software for network connectivity, backups, server access, and other business applications.
• Maintain accurate hardware and software inventories and ensure systems remain current and compliant.
• Collaborate with technical teams to ensure smooth integration of hardware, software, and network solutions.
• Aid in technical projects, testing, documentation, and implementation initiatives.
• Provide guidance on IT policies, procedures, and best practices to end users.
• Escalate complex technical issues to lead support staff when necessary.

Requirements

• Experience providing desktop support in a professional IT environment.
• Strong troubleshooting experience with Windows operating systems.
• Hands-on experience supporting desktop and laptop hardware.
• Experience managing Active Directory user accounts and permissions.
• Knowledge of networking concepts and connectivity troubleshooting.
• Experience supporting Microsoft Office 365 applications.
• Strong customer service and end-user support skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and documentation skills.

Qualifications

• Bachelor's degree with at least 2 years of related experience; OR
• Associate degree with at least 6 years of related experience; OR
• High school diploma with significant related desktop support experience; OR
• Equivalent combination of education and professional experience.

Preferred Qualifications

• Advanced proficiency supporting both Windows and macOS environments.
• Experience supporting Apple hardware, PCs, and iOS devices.
• Experience facilitating end-user training sessions, both in-person and virtual.
• Knowledge of scripting or coding languages.
• Experience with enterprise desktop management and software deployment.
• Experience supporting large-scale or enterprise-level IT environments.