Desktop Support Technician

Job Description

Job Description

POSITION DESCRIPTION

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

POSITION SUMMARY The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts. ESSENTIAL

FUNCTIONS AND RESPONSIBILITIES Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

Roles and Responsibilities – Windows & macOS (Hybrid Support)

• Deliver White Glove (VIP) end user support for executives and business critical users across both Windows and macOS platforms, ensuring a high touch, concierge style experience
• Perform imaging, provisioning, and deployment of Windows and macOS devices, including Apple Silicon (M series) and enterprise Windows builds
• Independently troubleshoot complex Windows and macOS issues, including: OS recovery and boot issues, System logs and diagnostics, OS corruption and performance degradation, Hardware failures and component-level troubleshooting
• Administer and support endpoint management platforms, including: Jamf Pro for macOS (enrollment, profiles, policies, patching, compliance) & Enterprise Windows management tools (Intune / SCCM / equivalent, as applicable)
• Provide Level 2 onsite desktop support, taking full ownership of incidents through resolution
• Support IMAC activities (Install, Move, Add, Change) for both Windows and Mac users with minimal business disruption
• Perform installation, configuration, and troubleshooting of hardware, software, and peripherals across Windows and macOS environments
• Act as Smart Hands for infrastructure, network, and application teams during onsite activities
• Provide remote support for traveling, hybrid, and home based users across both operating systems
• Troubleshoot and support endpoint security and encryption technologies, including: BitLocker (Windows) & FileVault (macOS)
• Maintain consistent productivity by resolving 5+ tickets per day, while ensuring quality, professionalism, and high customer satisfaction
• Maintain accurate asset management and inventory records in ServiceNow for both Windows and Mac devices
• Support weekly and monthly inventory audits, compliance validation, and lifecycle reporting
• Assist with device refresh and lifecycle management programs for both Windows and Mac fleets
• Handle secure unboxing, staging, shipping, return, and disposal of IT equipment
• Document incidents, troubleshooting steps, root cause, and resolution clearly in ServiceNow
• Perform data backup, migration, and restoration during device swaps, refreshes, or recovery scenarios

MINIMUM QUALIFICATIONS

Education

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.

Experience

• Minimum of twenty four (24) months of hands-on experience in a desktop support, help desk, or IT support capacity.

• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11. Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.

• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.

• Experience with PC and laptop hardware installation, configuration, and troubleshooting.

• Familiarity with enterprise antivirus and endpoint protection solutions.

• Experience with helpdesk ticketing systems and IT service management practices.

• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.

• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.

• Strong analytical, problem-solving, and technical troubleshooting abilities.

• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.

• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.

• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.

• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.

• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

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.