Desktop Support Technician

Job Description

Job Description

We are seeking a customer-service oriented Desktop Support Technician to join our dynamic internal IT Infrastructure team!

This role provides responsive, hands-on technical support to employees across desktop hardware, Windows operating systems, business applications, peripherals, user accounts, and common network technologies. The ideal candidate combines practical troubleshooting skills with a service-first mindset, taking accountable ownership of issues from initial diagnosis through resolution or appropriate escalation while communicating clearly, protecting system security, and minimizing disruption to our employees.

Key Responsibilities:

• Provide responsive first-level technical support for employee hardware, software, operating systems, business applications, user access, network connectivity, and other supported IT systems.
• Take accountable ownership of support requests by troubleshooting issues methodically, identifying appropriate solutions or workarounds, documenting progress, and escalating more complex incidents when necessary.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, peripherals, Windows operating systems, and supported applications with accuracy and attention to detail.
• Administer user, group, device, and access-related functions within Active Directory, Microsoft 365, and other supported systems accurately and securely.
• Troubleshoot LAN, wireless, VPN, and other connectivity issues using a logical, service-oriented approach that minimizes employee downtime.
• Apply security-conscious judgment when configuring systems, managing access, troubleshooting incidents, and completing day-to-day IT tasks and projects.
• Communicate with employees in a patient, respectful, and easy-to-understand manner, including during urgent, disruptive, or stressful technical situations.
• Proactively monitor supported systems, equipment, backup processes, support queues, and recurring issues to identify potential problems before they result in significant work interruptions.
• Manage competing support requests, routine responsibilities, and longer-term assignments by prioritizing work according to urgency, severity, and business impact while maintaining strong service levels.
• Maintain complete and timely documentation of support requests, troubleshooting activity, resolutions, equipment inventory, and other assigned IT records.
• Educate and guide employees on the effective and secure use of technology, helping reduce repeat issues and build user confidence.
• Collaborate with other IT team members on infrastructure support, technology deployments, upgrades, and special projects while demonstrating reliable follow-through and teamwork.

• An Associate degree or higher in a computer-related field is preferred.
• Previous hands-on experience in an IT help desk or desktop support role is required; 2+ years is preferred.
• Experience supporting a Microsoft Windows-based desktop and server environment is required.
• Working knowledge of basic Windows Server administration, Active Directory, Microsoft 365, DNS, DHCP, and networking is required.
• Practical experience troubleshooting common workstation, peripheral, LAN, wireless, and VPN issues is strongly preferred.
• CompTIA A+ and/or Network+ certification is preferred.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge is required for success in the role.
• Ability to perform hands-on desktop support in an office environment, including moving equipment, accessing workstations/cabling, using a step ladder when needed, and occasionally lifting or carrying up to 40 pounds.

• Competitive pay
• Paid time off, company-paid holidays, and one floating holiday
• Medical, dental, and vision insurance
• Short- and long-term disability coverage
• Employer-paid life insurance
• Health Savings Account eligibility
• Employee Assistance Program
• 401(k) retirement plan with Safe Harbor employer matching
• An engaged leadership team

Who Is RTO National?

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This position is subject to a background check and drug screening. Only job-related convictions will be considered and will not automatically disqualify the candidates.