Desktop Support Technician I

Responsibilities

• Provide front-line technical support to end users, resolving hardware and software issues on desktop computers, laptops, and other devices.
• Diagnose and troubleshoot problems, assist with password resets, software installations, and basic network connectivity issues.
• Understand operating systems like Windows and MacOS, and common office applications.
• Set up and configure new computers, maintaining accurate records of support activities.
• Escalate complex issues to higher-level support or relevant departments.
• Guide users through step-by-step solutions and ensure a positive support experience.
• Maintain accurate records of support activities, including user requests and resolutions.
• Manage the end-to-end computer refresh process, including shipping new laptops, scheduling refresh meetings, and providing login instructions to users.
• Unpack, wipe, and process returned laptops to determine whether to keep or recycle them.
• Manage Microsoft 365 services, including user and license management, security settings, and compliance configurations.
• Troubleshoot and resolve issues within Microsoft 365 (e.g., Teams, SharePoint) and Azure AD, ensuring optimal performance and security.
• Track and manage IT hardware inventory with precision, using asset management systems (e.g., Microsoft Endpoint Manager).
• Perform regular audits to ensure accurate asset tracking, reflecting changes from new deployments, returns, and decommissioning.
• Use PowerShell scripting to automate routine tasks like user account creation, password resets, system checks, and reporting.
• Support small admin projects that enhance system efficiency, such as group policy setups, DNS adjustments, and basic network diagnostics.
• Provide clear, empathetic, and effective support in every interaction, embodying a customer-centric approach that emphasizes finding solutions.
• Contribute to building the internal knowledge base by creating guides for common issues and supporting continuous improvement initiatives.
• Deliver regular analytics reports on ticket trends, common user issues, and hardware management to support proactive decision-making.

Qualifications

• 1+ year in Desktop Support role or related field, preferably in a 300-500 employee organization.
• Solid understanding of hardware, operating systems (Windows, MacOS), common software apps, troubleshooting, diagnosing, and resolving issues efficiently.
• Ability to analyze issues logically and apply systematic troubleshooting techniques, contributing to quick resolutions and minimal downtime.
• Clear, effective communication, both written and verbal, enabling the tech to explain complex issues in simple terms and document resolutions accurately.
• Meticulousness in managing technical tasks, including record-keeping, configuration changes, and ensuring issue resolutions are thoroughly implemented.
• Capacity to work in a fast-paced, evolving environment, learning new technologies and procedures quickly to stay current with the organization’s needs.
• Willingness to work closely with colleagues, escalate issues appropriately, and contribute positively to team goals and organizational IT objectives.
• Exceptional verbal, written, and interpersonal communication skills fostering a positive experience for end users, especially during potentially frustrating tech issues.
• Reliable, proactive, and accountable, showing commitment to resolving issues promptly and going above and beyond to support the organization’s technical needs.