IT Desktop Support Technician

Job Description

Job Description

Job Overview

We are seeking an IT Service Desk Technician I to provide first-level technical support to internal users across desktop hardware, software applications, network connectivity, and IT systems. The ideal candidate will troubleshoot technical issues, manage help desk tickets, deploy IT equipment, and assist with user accounts and access management.

This role requires strong customer service, communication, and problem-solving skills, along with a foundational understanding of Windows environments, Microsoft 365, networking, and IT service management processes.

Key Responsibilities

• Monitor the help desk ticketing system, such as ServiceNow, and respond promptly to incidents, service requests, technical problems, and user inquiries.
• Document troubleshooting steps, resolutions, and updates accurately in the ticketing system.
• Deploy, configure, and maintain computers, printers, scanners, multifunction devices, VoIP phones, and mobile devices.
• Use endpoint management tools, such as Microsoft Intune, to support device deployment and configuration.
• Troubleshoot basic hardware, software, connectivity, and peripheral device issues, escalating complex problems to the appropriate support teams.
• Assist with end-user account administration, permissions, and access rights using Active Directory and Microsoft Entra ID (formerly Azure AD).
• Support Windows 10/11, Microsoft 365, Cisco VoIP, networking, and mobile communication technologies.
• Monitor device performance, identify recurring issues, and coordinate with other IT teams to improve system reliability.
• Assist with basic security-related issues and follow enterprise data protection, privacy, and security policies.
• Maintain accurate hardware and software inventories, including IT equipment and peripherals.
• Help ensure IT equipment is covered by appropriate support and maintenance agreements.
• Collaborate with infrastructure, application development, and other IT teams on system implementations, upgrades, reconfigurations, and technology improvements.
• Provide technical assistance to employees and visitors within the assigned support region.
• Participate in IT projects, asset management activities, and continuous improvement initiatives.
• Share technical knowledge with team members and perform additional duties as assigned.

Required Qualifications

• Associate degree in Management Information Systems, Computer Science, or a related field preferred.
• Approximately 1–3 years of relevant IT support or equivalent technical experience.
• Basic hands-on experience troubleshooting computer hardware, software, and peripheral devices.
• Foundational knowledge of Windows 10/11, Microsoft 365, directory services, networking protocols, and Cisco VoIP systems.
• Familiarity with help desk ticketing platforms, preferably ServiceNow.
• Basic understanding of user account management, access permissions, and data privacy practices.
• Strong customer service, communication, organizational, and problem-solving skills.
• Ability to prioritize tickets, manage competing requests, and escalate issues when necessary.
• Ability to work independently within established procedures and collaborate effectively with cross-functional teams.
• A proactive approach to learning new technologies and improving IT support processes.

Preferred Qualifications

• Knowledge of ITIL principles and IT service management practices.
• CompTIA A+, Network+, Microsoft, or other relevant technical certifications.
• Experience with Microsoft Intune, Active Directory, or Microsoft Entra ID.
• Exposure to IT asset management, hardware inventory tracking, and maintenance agreement administration.
• Experience assisting with IT infrastructure projects, equipment upgrades, or system deployments.

Physical Requirements & Work Environment

• Ability to sit, stand, bend, reach, and move throughout the facility as required.
• Ability to occasionally lift or transport equipment weighing up to 50 pounds.
• Work may take place in an office or factory/shop-floor environment.
• Exposure to typical office conditions and, where applicable, operational machinery and shop-floor environments.
• Travel of up to 10% may be required.