Desktop Support Technician (Tier 1)

Desktop Support Technician (Tier 1)

The Desktop Support Technician provides Tier 1 (intermediate-level) technical support for desktop and laptop systems. This role is responsible for diagnosing and resolving hardware and software issues, installing and configuring equipment, supporting end users, and documenting all support activities. The position requires strong customer service skills and the ability to adapt to changing technologies and business needs.

Key Responsibilities

• Unpack, install, configure, and deploy new desktop and laptop hardware.
• Install, configure, and troubleshoot operating systems, software, and hardware components.
• Provide end-user training on basic device functionality and supported software.
• Perform equipment moves, adds, and changes for desktops, laptops, and peripherals.
• Support printers, plotters, monitors, TVs, and LCD projectors.
• Research and develop alternative solutions for new or unfamiliar technical issues.
• Create and maintain troubleshooting guides and installation documentation.
• Accurately document all incidents, requests, and resolutions in the ticketing system.
• Maintain technical knowledge through ongoing independent research.
• Collaborate effectively with customers and internal support teams.
• Meet service goals and performance objectives.

Qualifications

• Education:
  • Associate degree in Computer Maintenance Technology, Computer Help Desk, Computer Network Administration, or a related field OR equivalent relevant work experience in an IT technical environment.
• Experience & Skills:
  • Experience installing, configuring, supporting, troubleshooting, and maintaining personal computers and related hardware.
  • Basic knowledge of PC networking concepts and terminology.
  • Familiarity with Windows Active Directory.
  • Experience supporting Microsoft Office applications (Word, Excel, PowerPoint, Visio, Project).
  • Basic knowledge of printer and plotter setup, support, and maintenance.
  • Proficiency with standard office productivity tools (email, scheduling, word processing, spreadsheets, presentations).
  • Strong analytical and problem-solving abilities.
  • Effective written and verbal communication skills.
  • Strong interpersonal and customer service skills.
  • Ability to work independently, make recommendations, and exercise sound judgment.
  • Ability to adapt to changing technologies, processes, and business requirements.
  • Ability to work rotating schedules to ensure adequate customer support.
  • Ability to distinguish colors for identifying electronic components and wiring.

Preferred Qualifications

• Relevant technical certifications.
• Experience supporting utility construction and maintenance environments.