Desktop Support Technician

About the Role:

We are seeking a skilled and customer-focused Desktop Support Technician to provide onsite technical support for desktops, laptops, peripherals, and end-users. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a commitment to maintaining high service standards.

Roles and Responsibilities

Hardware and Software Installation

- Install and configure desktops, laptops, and peripherals in line with company standards.

- Ensure all installations comply with specifications and setup checklists.

Incident Resolution

- Resolve desktop-related incidents and service requests promptly.

- Maintain a strong first-time resolution rate.

Routine Maintenance

- Perform quarterly maintenance and updates on all desktop systems.

- Ensure timely application of security patches and updates.

- Conduct daily walkthroughs to verify conference rooms and printers are operational.

User Training and Support

- Deliver monthly end-user training sessions on desktop applications and tools.

- Maintain high satisfaction scores from training feedback.

Asset Management

- Keep accurate and up-to-date records of desktop assets.

- Conduct quarterly audits to ensure inventory accuracy.

Documentation and Reporting

- Maintain detailed documentation for all desktop support processes.

- Provide monthly reports on activities, performance metrics, and improvement opportunities.

Qualifications

- Proven experience in desktop support, IT helpdesk, or technical support role.

- Strong knowledge of Windows and macOS environments.

- Experience with hardware installation, troubleshooting, and maintenance.

- Familiarity with Active Directory, Office 365, and standard IT tools.

- Excellent communication and customer service skills.

- Ability to work independently and manage priorities in a fast-paced environment.

Key Skills / Keywords

- Desktop Support

- Technical Support

- Incident Management

- Hardware & Software Installation

- Troubleshooting (PCs, Laptops, Printers, Peripherals)

- Windows / macOS Support

- Active Directory (AD)

- Office 365 / Microsoft 365

- IT Asset Management

- End-User Training

- SLA Compliance

- Knowledge Base Documentation

- Customer Service & Communication

- ITIL Foundation (preferred)

- Ticketing Systems (ServiceNow, Jira, Remedy, or similar)

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Work Location: In person