Desktop Support Technician

Skills:

Desktop Support, IT Support, End User Support, Windows 10/11, Microsoft 365 (Office 365), Outlook, Microsoft Teams, SharePoint, OneDrive, Active Directory, User Account Administration, Authentication & Access Management, Password Reset, Laptop Deployment, Hardware & Software Troubleshooting, AV Equipment Support, Device Imaging, Device Configuration, Asset & Inventory Management, IT Asset Tracking, LMS Support, Cognito, Technical Support, Help Desk

We are seeking a reliable and customer-focused Desktop Support Technician to provide onsite IT support for the Massachusetts Firefighting Academy. The ideal candidate will be responsible for maintaining laptops, audiovisual (AV) equipment, and classroom technology while providing technical support for Microsoft 365 applications, SharePoint, Teams, OneDrive, and other enterprise systems.

This role requires strong troubleshooting skills, excellent customer service, and the ability to support faculty, staff, contractors, and students with desktop, login, and access-related issues.

Responsibilities

• Configure, update, and maintain classroom laptops, screencast devices, cameras, portable projectors, and other IT equipment.
• Ensure all laptops are fully updated, charged, browser history cleared, and prepared for classroom instruction and testing.
• Test devices, applications, and testing links prior to scheduled sessions.
• Maintain, inspect, and update AV equipment kits, replacing or reporting damaged or missing equipment.
• Coordinate with the IT team to remove incorrect user profiles, update devices, and prepare equipment for deployment.
• Track device inventory, assignments, maintenance history, and asset records.
• Provide technical support for Microsoft Teams, SharePoint, OneDrive, Microsoft 365, Cognito, Quality Management (QM), Learning Management Systems (LMS), Adobe applications, and related technologies.
• Troubleshoot authentication, login, password, and access issues for employees, instructors, contractors, and students.
• Assist users with SharePoint permissions, Teams collaboration, file sharing, and access requests.
• Provide immediate end-user support while coordinating with the IT Help Desk for issue escalation.
• Perform routine maintenance, software updates, and device troubleshooting.
• Deliver exceptional customer service while supporting daily classroom operations.

Required Qualifications

• Experience providing desktop or end-user technical support.
• Strong knowledge of Microsoft 365 (Office 365), Windows operating systems, and desktop hardware.
• Experience supporting Microsoft Teams, SharePoint, and OneDrive.
• Knowledge of user account management, authentication, and access troubleshooting.
• Experience maintaining laptops, AV equipment, and classroom technology.
• Strong troubleshooting, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting educational or government environments.
• Familiarity with Learning Management Systems (LMS).
• Experience with Cognito, Adobe applications, and Quality Management (QM) systems.
• Knowledge of IT asset management and device inventory tracking.
• CompTIA A+, Microsoft 365, or other relevant IT certifications are a plus