IT Technician Desktop Support

POSITION SUMMARY: 

We are seeking a reliable and customer-focused IT Technician to join our team. The ideal candidate will provide frontline technical support to end users for desktop hardware, software, and networking issues, including troubleshooting, diagnosis, and resolution of technical problems. This role involves setting up and maintaining IT equipment, documenting issues and resolutions, and ensuring smooth day-to-day operations across the organization. This position will report to the IT Manager and will be based in Rome, Georgia. Some light travel to other locations will be required.

JOB FUNCTIONS:

• Provide first-line technical support to end users for desktop hardware, software, and networking issues. 

• Respond to IT service desk tickets, phone calls, and email inquiries, providing timely and efficient assistance.

• Assist users with software installations, updates, and configuration

• Troubleshoot and resolve issues with desktops, laptops, printers, scanners, and other peripheral devices.

• Set up, configure, and deploy new desktops, laptops, and mobile devices, including imaging and ensuring compliance with IT standards.

• Ensure all desktop systems are properly configured with required software, security patches, and network connectivity.

• Manage software installations and maintain license tracking for desktop applications. 

• Maintain clear, accurate, and up-to-date documentation of issues and resolutions, and contribute troubleshooting guides and FAQs to the internal knowledge base. 

• Create and maintain inventory records for desktop equipment, including serial numbers, software licenses, and warranties.

• Deliver friendly, professional customer service while managing user expectations and explaining technical solutions in clear, easy to understand terms.

• Collaborate with the IT team and other departments to identify and resolve recurring support issues.

• Escalate unresolved or complex issues to senior IT staff or specialized teams.

• Perform other duties as assigned by the supervisor.

SKILLS:

• Strong troubleshooting skills for hardware and software issues on desktop systems.

• Working knowledge of Windows and macOS operating systems; familiarity with Linux is a plus.

• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.

• Familiarity with Active Directory, Group Policy, and user account management.

• Experience with remote support tools and ticketing systems

• Basic knowledge of antivirus and endpoint security tools.

• Proficiency with office productivity software

• Excellent problem-solving skills and attention to detail.

• Strong customer service and communication skills.

• Ability to prioritize tasks effectively in a fast-paced environment.

• Ability to work both independently and as part of a team.

JOB QUALIFICATIONS:

• High School Diploma or GED required.

• Proven experience in desktop support, help desk, or technical support roles, with a strong focus on end-user support.

• Experience supporting standard desktop hardware and office productivity software.

• Preferred: Associate degree in Information Technology.

• Preferred: Certifications such as CompTIA A+, CompTIA Network+, or Microsoft certifications.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.

TYM-North America is an Equal Opportunity Employer that is committed to Diversity and Inclusion in the Workplace.