Desktop Support Technician

• Provide deskside and remote support for Windows and Apple laptops/desktops.

• Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).

• Perform device imaging, deployment, and post-deployment troubleshooting.

• Configure and troubleshoot end-user devices

• Support mobile device setup and troubleshooting (iOS/Android).

• Diagnose and resolve hardware and software conflicts.

• Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.

• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).

• Ensure hardware assignments are accurate and recorded in the asset management system.

• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.

• Coordinate with vendors for repairs or replacements of malfunctioning equipment.

• Ensure support activities comply with IT policies, security standards, and SLAs.

• Participate in rotational on-call support (including nights/weekends).

Requirements

• 5–7 years of IT experience in desktop or end-user support.

• Hands-on experience with Office 365 troubleshooting and administration.

• Strong knowledge of Windows 10/11 and macOS platforms.

• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).

• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).

• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).

• Strong organizational skills with ability to prioritize multiple tickets and requests.

• Excellent interpersonal and customer service skills with a problem-solving mindset.

• Experience working in a help desk or call center environment preferred.

• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.

• Must be able to lift up to 50 lbs.