Desktop Technician
About the role
The Desktop Technician is an entry-level, Tier 1 support role responsible for providing friendly, responsive, and reliable technical assistance to Stream employees. This position receives, documents, troubleshoots, and resolves common incidents and service requests; prepares and deploys end-user devices; supports Microsoft 365 and standard business applications; and assists with onboarding and offboarding activities. This role is designed for someone early in their IT career who brings foundational technical knowledge, strong customer-service skills, and a willingness to learn. The Desktop Technician works closely with senior IT team members and follows established security, escalation, documentation, and service-management practices. Under the direction of the Manager, IT Applications and Helpdesk, the Desktop Technician provides in-office support across Stream's Dallas and Frisco locations. The technician serves as a first point of contact for end-user technology needs, restores service where possible, escalates issues when appropriate, and helps maintain accurate records for tickets, devices, and user support activities.
Responsibilities
- Provide Tier 1 support through the approved service channels, including phone, email, chat, ticket portal, and in-person requests.
- Record, categorize, prioritize, and update incidents and service requests in the IT service-management system.
- Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook