Position Summary

Desktop Support Technician

Position Summary

We are seeking a customer-focused Desktop Support Technician to provide hands-on technical support across our user base. The successful candidate will be responsible for the end-to-end setup, configuration, deployment, and ongoing support of Windows 11 PCs, Apple MacBook computers, and corporate smartphones (iOS and Android). This role serves as a primary point of contact for end users and is essential to keeping our workforce productive and our endpoints secure.

Pay Range: $19.00-28.00 per hour, depending on experience!

Key Responsibilities

Endpoint Provisioning: Image, configure, and deploy new Windows 11 laptops and desktops, as well as macOS MacBooks, using standardized build processes and automated deployment tooling (e.g., Microsoft Intune, Autopilot, Jamf, or equivalent MDM).
Mobile Device Setup: Configure, enroll, and support corporate iPhones and Android smartphones, including MDM enrollment, email setup, MFA, security policies, and app deployment.
User Onboarding & Offboarding: Prepare equipment, accounts, and access for new hires; securely reclaim, wipe, and re-image hardware for departing employees.
Ticket Management: Respond to, triage, document, and resolve incidents and service requests submitted through the IT ticketing system (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk) within established SLAs.
Remote Monitoring & Management: Use RMM tools (e.g., NinjaOne, ConnectWise Automate, Kaseya, Datto, Atera) to monitor endpoint health, push patches, deploy software, and remotely troubleshoot devices.
Microsoft 365 Administration: Administer and troubleshoot Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive, SharePoint, and Entra ID (Azure AD); manage user accounts, licenses, groups, distribution lists, and shared mailboxes.
Hardware & Peripherals: Diagnose and repair hardware issues; set up monitors, docking stations, printers, scanners, headsets, and conference room equipment.
Software Support: Install, update, and troubleshoot operating systems, business applications, browsers, VPN clients, and security agents on both Windows and macOS.
Security & Compliance: Enforce endpoint security standards including disk encryption (BitLocker / FileVault), antivirus/EDR, patch compliance, and acceptable-use policies.
Documentation: Create and maintain knowledge base articles, standard operating procedures, asset records, and end-user guides.
Customer Service: Deliver professional, empathetic support in person, by phone, chat, email, and remote-control sessions; communicate clearly with both technical and non-technical users.
Asset Management: Track hardware and software inventory, license assignments, and warranty status using the asset management system.

Required Qualifications

2+ years of professional experience in a desktop support, help desk, or IT support role.
Demonstrated hands-on experience deploying and supporting Windows 11 in an enterprise environment.
Demonstrated hands-on experience deploying and supporting macOS on MacBook devices.
Experience configuring and supporting iOS and Android smartphones, including MDM enrollment and mobile email.
Proven experience working within an enterprise IT ticketing system, including triage, SLA management, and clear ticket documentation.
Hands-on experience administering Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) and Entra ID / Azure AD user and group management.
Working experience with at least one RMM platform for endpoint monitoring, patching, and software deployment.
Solid understanding of TCP/IP networking fundamentals, DNS, DHCP, VPN, Wi-Fi, and basic troubleshooting of connectivity issues.
Familiarity with Active Directory, group policy, and identity/access management concepts.
Excellent verbal and written communication skills and a strong customer-service orientation.
Ability to lift and move computer equipment up to 40 lbs and perform on-site setup tasks.

Preferred Qualifications

Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Apple Certified Support Professional (ACSP), or ITIL Foundation.
Experience with Microsoft Intune and/or Jamf Pro.
Familiarity with PowerShell and/or basic shell scripting for automation.
Experience supporting hybrid and remote workforces.
Exposure to endpoint security tools (e.g., CrowdStrike, SentinelOne, Defender for Endpoint).

Education

Associate's or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.

Work Environment & Schedule

On-site presence required to support physical hardware setup and end users.
Occasional after-hours, weekend, or on-call work to support deployments, migrations, or critical incidents.
Standard office environment with some lifting, bending, and movement between workstations.

Key Competencies

Strong troubleshooting mindset and methodical approach to diagnosing issues.
Ability to manage multiple priorities in a fast-paced environment without sacrificing quality.
Professional demeanor, discretion, and confidentiality when handling sensitive user data.
Team-oriented attitude with a willingness to share knowledge and mentor junior staff.

Are you ready to advance your career with Amerit Fleet Solutions? Apply Today!

https://www.ameritfleetsolutions.com/careers/easy-apply