Desktop Support Technician

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Desktop Support Technician

Department: Information Technology

Reports To: Desktop Support Lead

Position Level: Technical Support / Tier 1–2 Support

Employment Type: Full-Time

Position Summary

We are seeking a motivated and technically skilled Desktop Support Technician to provide reliable technical support, troubleshoot hardware and software issues, and assist with daily IT operations across assigned locations.

This position will play an important role in maintaining endpoint stability, resolving user issues, supporting enterprise applications, and ensuring consistent IT service delivery.

The Desktop Support Technician will work closely with the Desktop Support Manager and other IT team members to resolve technical issues, support IT initiatives, maintain accurate documentation, and deliver excellent customer service.

The ideal candidate will possess strong troubleshooting abilities, experience supporting Windows enterprise environments, and the ability to diagnose and resolve technical issues while communicating clearly with end users.

Key Responsibilities

1. Desktop Support & Troubleshooting

• Provide Tier 1 and Tier 2 technical support for Windows workstations, laptops, peripherals, software, and connectivity issues.
• Diagnose and resolve Windows 10/11 operating system, hardware, software, and user access issues.
• Troubleshoot user profiles, application errors, printing issues, performance problems, and workstation connectivity.
• Assist with domain authentication, password issues, account lockouts, and basic Group Policy troubleshooting.
• Use Windows Event Viewer, application logs, and system diagnostic tools to identify and resolve technical issues.
• Troubleshoot VPN connectivity, DNS, DHCP, network adapters, and other endpoint networking issues.
• Support enterprise applications, including contact center software, softphones, authentication platforms, and endpoint security tools.
• Escalate unresolved or high-impact incidents to the Desktop Support Manager or appropriate technical teams.
• Provide clear explanations and guidance to users with varying levels of technical knowledge.

2. Active Directory & User Administration

• Perform authorized user and computer administration within Active Directory.
• Assist with account unlocks, password resets, group membership changes, and basic user access requests.
• Manage user and computer objects within authorized permissions.
• Assist with troubleshooting domain connectivity and authentication issues.
• Support Group Policy troubleshooting and approved configuration changes.
• Assist with identity and access management solutions, including Okta and multifactor authentication.
• Ensure account management activities follow established security policies and access controls.

3. Endpoint Management & Software Deployment

• Utilize endpoint management solutions .
• Perform remote software installation, updates, application removal, and troubleshooting.
• Assist with Windows imaging and deployment processes using technologies such as MDT and Windows Deployment Services (WDS).
• Support Windows operating system upgrades, patching, and endpoint compliance initiatives.
• Perform BIOS, firmware, and driver updates as required.
• Monitor endpoint health and identify systems requiring maintenance or remediation.
• Validate software deployments and document failures, resolutions, and remediation steps.
• Prepare, configure, and deploy workstations, laptops, monitors, printers, and other IT equipment.

4. PowerShell & Technical Tools

• Use PowerShell and command-line tools to perform administrative tasks and collect system information.

• Execute approved scripts for software deployment, system configuration, and maintenance.

• Assist with troubleshooting script execution failures.

• Identify repetitive support tasks that may benefit from automation.

• Follow established change management and testing procedures when using scripts or administrative tools.

5. Incident Management & Customer Support

• Monitor assigned support queues and respond to incidents based on urgency and business impact.
• Document troubleshooting steps, user communications, resolutions, and follow-up actions accurately.
• Communicate incident status and resolution updates to users and management as appropriate.
• Assist with troubleshooting workstation or application outages.
• Work with networking, systems engineering, security, and application support teams to resolve complex issues.
• Ensure incidents are resolved within established service-level expectations.
• Identify recurring support issues and recommend improvements to the Desktop Support Manager.
• Provide professional, courteous, and timely customer service.

6. IT Standards, Compliance & Documentation

• Ensure endpoint configurations follow established IT security and operational standards.

• Maintain accurate workstation inventory, asset records, and equipment assignments.

• Support endpoint security compliance, patching, and remediation efforts.

• Follow standard operating procedures for workstation setup, maintenance, replacement, and disposal.

• Create and maintain accurate technical documentation and troubleshooting notes.

• Assist with testing new software, operating system updates, and IT solutions before production deployment.

• Support audits and compliance initiatives by providing endpoint configuration and inventory information.

• Protect confidential company and user information in accordance with IT security policies.

Required Qualifications

• 1–3 years of professional IT support experience, preferably within an enterprise environment.
• Knowledge of Windows 10/11 operating systems and desktop troubleshooting.
• Experience supporting hardware, software, peripherals, and network connectivity.
• Familiarity with Active Directory user and computer administration.
• Basic understanding of Group Policy and Windows domain environments.
• Working knowledge of DNS, DHCP, TCP/IP, VPN, and basic networking concepts.
• Familiarity with PowerShell or command-line troubleshooting.
• Experience with remote desktop support and ticketing systems.
• Ability to troubleshoot technical issues methodically and independently.
• Strong written and verbal communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong customer service and problem-solving skills.
• Ability to work independently and collaboratively with other IT team members.
• Preferred Qualifications
• Experience with PDQ Deploy and PDQ Inventory.
• Experience with Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), or similar imaging solutions.
• Experience supporting Okta, YubiKey, or other multifactor authentication solutions.
• Familiarity with endpoint security solutions such as CrowdStrike Falcon.
• Experience supporting contact center technologies such as NICE CXone, Genesys, or similar platforms.
• Basic or intermediate PowerShell scripting experience.
• Familiarity with Windows update management, BIOS updates, and driver deployment.
• Experience supporting multiple sites or remote users.
• CompTIA A+, Network+, Microsoft, or equivalent technical certifications.
• Previous experience working in a help desk, service desk, desktop support, or field support role.

Performance Expectations

• Success in this role will be measured through:
• Timely and accurate resolution of assigned technical incidents.
• Consistent adherence to established service-level agreements.
• Quality and completeness of ticket documentation.
• Positive user satisfaction and professional customer service.
• Successful completion of workstation deployments, maintenance, and support activities.
• Accurate asset and endpoint inventory records.
• Effective escalation of complex or high-impact technical issues.
• Compliance with IT security, operational, and documentation standards.
• Proactive identification of recurring issues and opportunities for improvement.
• Role Scope & Authority

The Desktop Support Technician is a hands-on technical support position responsible for providing day-to-day assistance to end users and maintaining assigned endpoint equipment.

The individual will be expected to independently handle routine technical issues, follow established procedures, document support activities, and escalate issues that require additional authorization or specialized expertise.

Responsibilities involving departmental strategy, staffing decisions, employee performance management, budget approval, regional resource allocation, and major infrastructure changes will remain under the Desktop Support Manager.

The Desktop Support Technician may assist with these initiatives as assigned but will not have independent authority to make management-level decisions.

Career Development

This position provides opportunities to develop technical support, endpoint management, systems administration, scripting, networking, and IT operations skills.

Potential career progression includes Senior Desktop Support Technician, Desktop Support Lead, Systems Administrator, Systems Engineer, or Desktop Support Supervisor.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!