Desktop Technician

Responsibilities

• Resolve daily technical issues related to hardware, software, printers, RF-scanners and basic networking.
• Provide responsive, professional support to employees in person, by phone, email, or ticketing systems.
• Promptly escalate issues to appropriate third-party support upon triage.
• Learn and develop working knowledge of NetSuite ERP and other business-critical software applications.
• Provide first-level support for NetSuite functionality, printing, user access, workflows, reports, and daily processes.
• Aid users with navigating NetSuite and understanding established business procedures and workflows.
• Configure and troubleshoot printers, label printers, scanners, and other devices integrated with business operations.
• Document common questions, procedures, and solutions.
• Escalate advanced ERP configuration, customization, integration, or reporting issues to the IT Director or MSP.
• Handle password resets, account lockouts, and access-related issues.
• Diagnose and resolve desktop and laptop performance problems.
• Documentation: Document resolution steps, follow-up actions, and escalation details.
• Escalation Management: Recognize issues beyond Tier 2 scope and escalate appropriately to the IT Director or MSP.

Qualifications

• High school diploma or equivalent.
• Associate degree in appropriate field or applicable certification.
• COMPTIA A+ Core 1 certification.
• COMPTIA A+ Core 2 certification.
• MICROSOFT 365 Certified: Fundamentals.
• COMPTIA PC Pro.
• Technical Knowledge: Proficiency with Microsoft 365 applications, Windows operating systems, and basic troubleshooting principles.
• Understanding of fundamental networking concepts (e.g., IP addresses, Wi-Fi, VPNs).
• Strong organizational skills with high attention to detail.
• Strong troubleshooting and problem-solving skills.
• Strong written and verbal communication skills to explain technical concepts clearly to non-technical users.
• Demonstrated willingness to learn and grow in a technical role.
• Patience, empathy, and professionalism under pressure.