End User & Infrastructure Support

Job Description

Job Description

Desktop Support Technician

Department: Information Technology     |     FLSA Classification: Non-Exempt     |     Employment Type: Full-Time

Position Summary

The Infrastructure & Desktop Support Specialist provides end-to-end, hands-on support for workplace technology across desktop, infrastructure, identity, network and audio/video environments. The role acts as the local Field Support Operations contact, restoring service quickly, maintaining secure and reliable user access, and delivering a consistent customer experience for office users, meeting rooms and priority business events.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provide deskside and remote support for Windows and macOS devices, mobile devices, peripherals, printers and accessories.
• Install, configure, upgrade and maintain operating systems, applications, drivers and standard workplace tools.
• Diagnose hardware, software, performance, connectivity and peripheral issues; replace or coordinate repair of faulty equipment.
• Deploy and manage endpoints through tools such as Microsoft Intune and JAMF; maintain endpoint compliance and security controls.
• Maintain accurate hardware and software inventory, asset movement records, stock levels and lifecycle status.
• Create, modify, disable and troubleshoot user and computer accounts in Active Directory in line with approved requests and access controls.
• Support password resets, account lockouts, group membership, security groups, distribution groups and basic Group Policy troubleshooting.
• Assist with domain join, user profile, authentication, mapped drive, shared folder and printer access
• complex directory, federation, privileged access or policy issues to the appropriate infrastructure or security teams.
• Perform first-line and hands-on support for LAN, Wi-Fi, VPN, DNS, DHCP and TCP/IP connectivity issues.
• Troubleshoot network ports, patch leads, docking stations, access points and user connectivity; capture diagnostics before escalation.
• Coordinate with network and infrastructure teams for switch-port activation, device onboarding, outage validation and site restoration.
• Carry out basic connectivity checks using approved tools and commands, including IP configuration, ping, traceroute and name-resolution tests.
• Support local infrastructure activities, planned changes, office moves, hardware refreshes and business continuity exercises.
• Own on-site incidents and service requests from assignment through resolution, recovery or effective escalation.
• ·Provide floor-walk support, desk setups, new-joiner readiness, relocations, device swaps and executive/VIP assistance.
• Coordinate third-party vendors and remote resolver groups, providing physical access and remote-hands support where authorized.
• Follow incident, request, change, problem and knowledge processes; update tickets with clear diagnostics, actions and resolution notes.
• Identify recurring issues and contribute knowledge articles, service improvements and shift-left opportunities.
• Provide hands-on support for conference rooms, meeting spaces and virtual collaboration tools.
• Set up, configure and test displays, cameras, microphones, speakers, projectors, control panels and room peripherals.
• Support Microsoft Teams Rooms, Zoom Rooms, Webex and comparable conferencing platforms.
• Troubleshoot live meeting issues including audio failure, video lag, device pairing, content sharing and connectivity.
• Provide event support for high-priority town halls, leadership broadcasts and hybrid meetings; maintain room-readiness checks and AV inventory.
• Create and maintain user guides, FAQs, standard operating procedures and knowledge-base articles.
• Work independently and collaboratively in a distributed support environment, prioritising incidents by impact and urgency.
• Proven experience in desktop, deskside, field support or infrastructure support within a corporate environment.
• Practical experience supporting both Windows and macOS devices and common enterprise productivity applications.
• Hands-on experience with Active Directory administration and user access troubleshooting.
• Sound understanding of enterprise networking fundamentals and structured troubleshooting.
• Experience supporting conference-room AV and collaboration technologies.
• Strong customer-service, communication, prioritisation, documentation and problem-solving skills.
• Ability to work on site, independently and as part of regional/global technical teams; flexibility to support planned events or changes outside standard hours when required.

Qualifications

• ITIL 4 Foundation.
• Strong knowledge of Windows and Mac operating systems
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Relevant certifications (e.g. Microsoft Certified Professional) are a plus.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.