IT Desktop Support Technician

IT Desktop Support Technician

Location: Atlanta, CT

Position Type: Full-time, Exempt

Responsible for delivering exceptional customer support with precision, efficiency, and professionalism. This role handles both standard and complex customer inquiries through the ticketing system, focusing on advanced troubleshooting related to service delivery, installations, outages, and component-level issues. The position also involves close collaboration with team members to resolve escalated technical problems effectively.

Role Responsibilities:

• Operates under the supervision of the IT User Support Manager as part of a globally distributed IT team.
• Required to be on-site during regular business hours to ensure consistent and reliable support for end users.
• Acts as the first point of contact for users experiencing technical difficulties.
• Logs support requests comprehensively in the ticketing system and ensure each case is tracked through resolution or escalation, following client protocols.
• Diagnoses technical problems accurately, collects relevant details, and conducts initial troubleshooting using available resources.
• Apply documented solutions effectively by following step-by-step instructions andutilizingremote access and administrative tools.
• Supports employee onboarding and offboarding by provisioning equipment and documenting tasks to meet compliance standards.
• Monitors for potential system outages or recurring issues and promptly inform Team Leads based on gathered data and ticket patterns.
• Oversee the daily handling and maintenance of IT hardware such as computers, printers, and related devices.
• Helps with collaboration technologies, including conference room systems and Microsoft Teams Voice Devices.
• Demonstrates a proactive attitude toward learningnew technologiesand embracingadditionalduties as needed.

Required Experience

• Possesses 1–3 years of hands-on experience in a corporate IT environment, providing end-user support across a wide range of desktop technologies.
• Proficient in using ticketing systems such as ServiceDesk Plus to manage and track support requests.

• Familiar with operating within a structured, multi-level escalation framework.
• Demonstrates strongexpertisein supporting Microsoft Office 365 applications, including OneDrive and Teams.
• Well-versed in troubleshooting andmaintainingWindows 11 desktop environments, which make up the most supported systems.
• Capable of resolving issues on Apple macOS laptops, which represent a smallerportionof the user base.
• Understands IPv4 networking fundamentals and can diagnose connectivity issues from the desktop level.

Desired Experience

• Proficient in managing user accounts and directory services using Active Directory Manager Plus, Azure Active Directory, and Microsoft Intune.
• Skilled in setting up and supporting Single Sign-On (SSO) and Multi-Factor Authentication (MFA) for end users.
• Knowledgeable in deploying and supporting Microsoft Teams Voice for enterprise communication.
• Proficient in providing client-level support for zero trust security frameworks.

Required Skills

• Demonstrates strong time management abilities and can effectively prioritize tasks in a dynamic environment.
• Capable of working independently with minimal supervision whilemaintaininghigh standardsfor quality, precision, accountability, and communication.
• Possesses excellent written and verbal communication skills, suitable for professional interactions.
• Communicates clearly and effectively, both in writing and in conversation.
• Collaborates well with both local and remote team members, contributing to a cohesive team environment.
• Experienced in basic network cabling tasks, including tracing and connecting endpoints, and setting up multi-monitor workstations with clean, well-organized cable layouts.
• Physically able to lift and move equipment weighing up to 50 pounds as needed.

Education/Certification (Desired)

• Microsoft 365 Certified: Fundamentals
• CompTIA:   A+
• Information Technology degree