Desktop Support Technician

Responsibilities Serve as a primary point of contact for employees requiring desktop and technology support, delivering a high-quality customer experience from initial request through resolution. Troubleshoot and resolve a wide range of hardware, software, access, and application issues across Windows and macOS environments. Support enterprise technologies including Microsoft 365, Azure Active Directory, Exchange, VPN solutions, communication platforms, and other business-critical applications. Communicate technical concepts clearly to both technical and non-technical users while setting expectations and providing timely updates. Independently investigate, diagnose, and resolve complex technical issues while maintaining accurate and thorough documentation. Identify recurring issues and partner with team members to implement scalable solutions that improve the employee experience. Balance multiple priorities while effectively managing support requests and ensuring timely follow-up and resolution. Escalate issues appropriately when additional expertise, elevated permissions, or broader system changes are required. Build trust and strong relationships with employees through professionalism, responsiveness, and a solutions-oriented mindset. Deliver a positive support experience by maintaining composure in high-pressure situations and effectively addressing user concerns. Partner closely with colleagues across IT and the business to ensure seamless support and service delivery. Create and maintain knowledge base articles, troubleshooting guides, and process documentation to improve team efficiency and knowledge sharing. Identify opportunities to streamline support processes through automation, standardization, and improved workflows. Participate in projects and initiatives that enhance the technology experience for employees across the organization. Share technical knowledge and best practices with teammates. Assist in onboarding and supporting junior team members by providing guidance on troubleshooting techniques and support processes. Contribute to a collaborative team environment focused on continuous learning and operational excellence. Requirements 1+ years of IT support experience Demonstrated proficiency in ServiceNow (or equivalent ticketing system) Microsoft 365 administration Azure AD (user-level administration) Windows and MacOS troubleshooting Strong written and verbal communication skills Demonstrated ability to independently manage workload. Core Competencies Proficient in troubleshooting and resolving hardware and software issues in Windows and macOS environments, with a strong focus on customer service and effective communication. Experienced in supporting enterprise technologies such as Microsoft 365 and Azure Active Directory while maintaining documentation and improving support processes. #J-18808-Ljbffr