Desktop Technician

About the Role

As a Desktop Support Technician, you will provide Tier 2 hardware and software support, including technical troubleshooting, in‑depth analysis, and problem‑solving, with the goal of resolving customer issues quickly and efficiently.

Responsibilities

• Provide second‑tier technical support by resolving incidents involving end‑user computing and desktop‑based software, including configuration, installation, and troubleshooting of computer hardware and software.
• Serve as an escalation point for Service Desk staff and provide in‑depth analysis and problem‑solving for issues other technicians cannot resolve.
• Collaborate with customers across all locations regarding timely problem resolution, training needs, and issue disposition.
• Evaluate, test, and deploy hardware and software for project and non‑project requests, supporting both short‑ and long‑term solutions.
• Image, configure, set up, and support company laptops, desktops, tablets, thin clients, and other required devices.
• Troubleshoot connectivity issues involving LAN, Wi‑Fi, Bluetooth, air cards, VPN connections, printers, and serial communications.
• Perform troubleshooting, diagnosis, installation, configuration, and preventive maintenance for computer hardware and software, printers, and audio/visual equipment.
• Respond to incidents involving computers and related hardware, applying troubleshooting principles to diagnose hardware, software, and user issues.
• Provide status and completion updates to supervisors and users by voicemail, email, or in person, and maintain incident records in the ticket‑tracking system.
• Manage employee onboarding and transfer processes by setting up and maintaining accounts and deploying hardware as needed.
• Assist with maintaining the asset inventory.
• Serve as a technical resource on project teams.
• Work independently on projects, tasks, or system outages through resolution.
• Document resolved issues and create knowledge documentation to support trend analysis and training initiatives.
• Identify improvement opportunities and recommend solutions that enhance service.
• Help manage vendor and business‑partner adherence to service‑level agreements while maintaining high service quality.

Qualifications

• College degree in computer science, information systems, or a related field with coursework in network management, software and hardware support, or business operations; or an equivalent combination of education and experience.
• Minimum of three years of technical experience in a help desk, technical support, or desktop support environment.
• In‑depth knowledge of troubleshooting computer systems, Microsoft Windows, Microsoft Office, networking, printers, file sharing, Citrix, and virtual desktop infrastructure.
• Strong customer‑facing experience and the ability to provide support under tight deadlines.
• Ability to analyze issues, identify problems, and implement resolutions that improve customer satisfaction.
• Ability to handle conflict and urgent situations effectively while maintaining positive customer relationships.
• Preferred certifications: CompTIA A+, CompTIA Network+, Microsoft Certified Professional, or similar credentials.
• Experience with Active Directory, Jira Service Management, SCCM, Citrix Director, AirWatch, TeamViewer, iGel OS, and Universal Management Suite is a plus.
• Excellent verbal communication, reading, writing, and comprehension skills.
• Ability to lift approximately 20 pounds or more when required by the essential functions of the job.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401(k) program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On‑demand training program, access to certification prep, and a library of technical and leadership courses/books/seminars after 6 + months tenure.
• Certification discounts and perks for associations such as CompTIA and IIBA.
• Dedicated customer‑service team for consultants and a certified Career Coach.

Physical Demands

• Regularly required to talk or hear; vision abilities include close, distance, peripheral, depth perception, and focus adjustment.
• Frequently required to sit and use hands to operate computers and standard office equipment.
• Occasionally required to stand, walk, lift, twist, turn, and reach with hands and arms.
• Must be able to lift a minimum of 20 pounds or more when required by the essential functions of the job.

Work Environment

The noise level may range from quiet to loud, depending on job requirements.