Desktop Support Technician

Desktop Support Technician We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences. This role is onsite split between two locations: Atlanta and Duluth. Key Responsibilities Technical Support Provide timely support for hardware and software issues for both Windows and Mac environments Troubleshoot remotely using VNC and KVM switch Reimage systems, install OS and standard software (onsite and remote) Coordinate warranty support with Dell and schedule onsite service when needed Resolve common technical issues, including: Network connectivity System crashes/blue screens Printing problems Virus removal Basic administration and troubleshooting of:

DHCP / DNS

Active Directory VPN and remote access tools Windows domain account issues Wireless connectivity and hotspots Collaborate with the network team on basic troubleshooting tasks Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures Customer Service Deliver prompt and courteous user support via: Wolken ticketing system (incident resolution and device lifecycle tasks) Google Chat and Gmail (Outlook familiarity is a plus) Zoom Calling and Zoom video conferencing Maintain a positive user experience with clear communication and professionalism Asset & Inventory Management Maintain accurate records of hardware assets Ensure timely deployment, collection, and tracking of end-user devices Special Projects & Additional Duties Assist with software and process testing and validation Create clear, user-friendly technical documentation Provide 1:1 or group technical training (remote or in-person) Support office signage placement and daily ticket review/assignment tasks May require occasional travel to other office locations Work Schedule & Benefits Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch) No weekend or after-hours support expected (exceptions for special projects) Benefits include: Paid holidays, vacation, and sick leave 401(k) plan Medical, dental, and vision insurance Structured onboarding and training Modern workspaces and innovative technology Supportive, team-oriented culture with strong work-life balance Requirements Qualifications 1–2+ years in a desktop support or corporate helpdesk environment preferred Technically inclined and eager to learn new tools and platforms Clear and concise communicator with the ability to explain technical concepts to non-technical users Familiar with Windows 10/11; Mac OS experience is a plus Skilled in teamwork and conflict resolution in a professional setting Self-starter with strong follow-through and attention to process Able to work independently while following team procedures and protocols GDR Group