Job Description
Desktop Support Technician
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Job Summary
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The Desktop Support Technician is responsible for installing, configuring, maintaining, and troubleshooting hardware, software, and operating systems. This role provides hands-on technical support to employees, manages support requests, and assists with equipment deployment, asset management, and end-user technology needs.
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Schedule: Monday–Friday, 8:00 AM–5:00 PM
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Work Arrangement: Onsite
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Responsibilities
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- Configure and deploy hardware for new users and upgrade existing equipment as needed.
- Perform DUO administration, including assisting users with phone changes, device resets, and authentication issues.
- Image and configure laptops for new and existing employees.
- Provide encryption keys to users as required.
- Provide technical support and troubleshooting for hardware, software, and operating system issues.
- Install, configure, and maintain desktop software.
- Manage the Desktop Support incident queue in ServiceNow, completing or assigning tickets as appropriate.
- Maintain accurate ticket documentation, including periodic status updates and resolution details.
- Recommend equipment purchases and replacements based on business and user needs.
- Perform asset management activities and maintain accurate equipment records.
- Conduct inventory of computer equipment and supplies as required.
- Perform necessary Windows updates and system maintenance.
- Assist with other IT support responsibilities and projects as assigned.
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Required Qualifications
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- Associate degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- At least 2 years of desktop or IT support experience.
- Hands-on experience troubleshooting hardware, software, and Windows operating systems.
- Experience with laptop imaging, hardware deployment, and software installation.
- Experience working with ticketing systems; ServiceNow experience preferred.
- Strong troubleshooting, problem-solving, and organizational skills.
- Ability to communicate effectively with technical and non-technical users.
- Ability to work independently while managing multiple support requests and priorities.
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Preferred Qualifications
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- CompTIA A+ certification.
- Experience administering DUO or other multi-factor authentication platforms.
- Experience with asset management and inventory tracking.
- Experience supporting encryption technologies and endpoint security.
- Experience in an enterprise desktop support environment.
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Physical Requirements
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- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 30 pounds.
- Must be able to push a cart containing computer equipment.
- Ability to perform hands-on equipment deployment and other onsite technical support activities.
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