Desktop Support Technician

About the role

Provide essential technical assistance and support to internal employees, ensuring the smooth operation of IT systems and infrastructure.

Responsibilities

• Respond to and resolve IT support requests and incidents via phone, email, and in-person.
• Perform basic troubleshooting of hardware, software, and network connectivity issues.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Provide support for common business applications such as Microsoft Office Suite, email clients, and collaboration tools.
• Assist with user account management, including password resets and access provisioning.
• Document support activities, solutions, and procedures in the help desk ticketing system.
• Escalate complex technical issues to appropriate senior IT staff or specialized teams.
• Maintain an accurate inventory of IT assets.
• Educate users on best practices for IT security and system usage.
• Collaborate with other IT team members to ensure efficient and effective support delivery.
• Handle overnight or weekend off-hours duties when necessary to ensure minimal disruption to daytime operations.

Requirements

• High school diploma or equivalent; associate's degree in Information Technology or related field preferred.
• 1-2 years of experience in an IT support role or a related technical position.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and networking fundamentals.
• Familiarity with common software applications, including Microsoft Office Suite.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Customer-focused attitude and a commitment to providing high-quality support.
• Ability to work independently and as part of a team in a fast-paced environment.
• CompTIA A+ certification or equivalent is a plus.