Desktop Support Technician

Position Overview: Our client is seeking a skilled and customer-focused Desktop Support Technician to join their IT team. The ideal candidate will have experience providing onsite troubleshooting support to end-users while maintaining a high standard of customer service. This role involves working with enterprise-level tools and technologies, supporting a diverse range of hardware and software systems, and assisting with networking and server administration.

Key Responsibilities

End-User Support:

• Provide remote and onsite technical support for hardware, software, and peripherals.
• Troubleshoot and resolve issues with Windows 10/11, Office 365, and other enterprise applications.
• Assist users with device setup, configuration, and maintenance (desktops, laptops, mobile devices, etc.).

Device and Endpoint Management:

• Use Microsoft Intune for device enrollment, management, and policy enforcement.
• Deploy software and manage updates using enterprise tools.

Networking and Server Support:

• Troubleshoot basic network connectivity issues, including Wi-Fi, VPN, and LAN/WAN.
• Assist with server administration tasks, including file sharing, user permissions, and performance monitoring.

Documentation and Reporting:

• Maintain accurate records of support requests in the ticketing system.
• Document solutions, workflows, and common troubleshooting procedures.

Continuous Improvement:

• Collaborate with IT colleagues to develop and implement best practices.
• Stay updated with emerging technologies and provide recommendations for enhancements.

Qualifications:

Education:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

Technical Skills:

• Proficient in supporting Windows 10/11 environments.
• Strong knowledge of Microsoft Office 365 suite (e.g., Outlook, Teams, SharePoint).
• Hands-on experience with Active Directory and Azure Active Directory.
• Familiarity with device and application management using Microsoft Intune.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience in server administration and support is a plus.

Experience:

• 2+ years of experience in a desktop support or IT help desk role.
• Previous experience with remote support tools and ticketing systems.

Soft Skills:

• Excellent troubleshooting and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Certifications (Preferred):

• CompTIA A+, Network+, or equivalent certifications.
• Microsoft certifications such as MTA, Azure Fundamentals, or MS-900.