Desktop Support Technician

Job Description

Job Description

Position Title: Desktop Support Technician I (Entry-Level)

Department: IT – Infrastructure Services

Reports to: Manager of IT

Classification: Hourly

OVERVIEW:

The Desktop Support Technician I is the front line of technology support for our on-site and remote employees — troubleshooting hardware and software issues, keeping equipment running, and making sure people can do their jobs without technology getting in the way.

This is an entry-level, on-site position. We're looking for someone with the right instincts: curious, hands-on, comfortable researching an unfamiliar problem, and reliable enough to show up and follow through every day. If you've built your own PC, set up a home network, tinkered with a Raspberry Pi, run your own home server, or you're simply the person everyone in your life calls when their computer breaks — you already have the foundation this role is built on. We'll teach you our systems, our tools, and our processes. What you bring is the drive to learn and the follow-through to get things done.

The position reports to the IT Infrastructure Services Manager, with day-to-day direction and guidance provided by the systems team, and is not a hybrid / remote position.

RESPONSIBILITIES:

• Provide front-line technical support to on-site and remote employees for desktop hardware and software.
• Configure, install, upgrade, and troubleshoot supported hardware and software, including PCs, printers, handheld Android scanners, and phones.
• Reset passwords and handle day-to-day account and access requests.
• On-board and off-board employees, including setting up and retiring accounts in Active Directory, Microsoft 365, VOIP phones, and other systems.
• Perform user moves between desks, including desktops, monitors, printers, and other equipment as needed. (Must be able to lift 50 lbs and comfortably work under desks and tables.)
• Follow documented procedures for common requests, and know when and how to escalate issues that fall outside those procedures.
• Assist with other technology-related projects, deployments, and issues as directed.
• Take part in the after-hours on-call and weekend rotation.
• Be available to work extended hours during the retail holiday season and other periods of high volume.
• Perform occasional travel, when necessary, between company sites.

WHAT YOU'LL NEED:

We care more about aptitude and drive than a specific resume. Whether it comes from a job, an internship, coursework, or your own time at home, the following all count:

• Comfortable troubleshooting Windows PCs and laptops, with hands-on experience repairing or upgrading hardware (swapping drives, RAM, etc.)
• A working understanding of basic networking concepts — WiFi, routers, IP addresses. A home network or personal lab setup counts.
• Some exposure to user account management (Active Directory, Microsoft 365, Google Workspace, or similar).
• Comfortable with iOS and Android mobile devices; experience with handheld scanners a plus.
• Able to research an unfamiliar problem and work through it methodically, using available tools and resources.
• Strong communication skills and a customer-service mindset.
• A genuine interest in technology — you like figuring out how things work.