Desktop Support Technician

Desktop Support Technician

Work Arrangement: Onsite Schedule: Standard Business Hours Travel: 10-15% Local Travel (Mileage Reimbursed)

Position Overview

We are seeking a Desktop Support Technician to provide first-level IT support for end users in manufacturing and corporate business environments.

This position is responsible for troubleshooting and resolving hardware, software, network, mobile device, and peripheral issues while ensuring compliance with enterprise IT standards, cybersecurity requirements, and operational procedures.

The Desktop Support Technician will serve as the primary customer-facing IT resource, supporting daily operations through ticket management, device deployment, technical troubleshooting, and routine system maintenance.

The position operates under the guidance of the Site IT Lead and escalates complex infrastructure issues to senior technical personnel as needed.

Work Location and Travel Requirements

• This is a fully onsite position based at one primary facility, with responsibility for supporting five locations.
• Occasional travel to the four additional facilities is required, approximately 10-15% of the time.
• Additional sites are located within approximately one hour of the primary work location.
• Mileage reimbursement is provided for required travel.
• Occasional evening or weekend support may be required based on operational needs.

Key Responsibilities

End-User Technical Support

• Serve as the first point of contact for IT support requests, including walk-up assistance.
• Diagnose and resolve desktop, laptop, printer, software, network, and connectivity issues.
• Manage incidents and service requests through the IT ticketing system.
• Escalate complex technical issues to senior support personnel when necessary.
• Provide responsive customer service and technical guidance to end users.

Desktop and Device Deployment

• Configure, install, and deploy desktop computers, laptops, and manufacturing workstations.
• Join devices to corporate domains and perform basic Active Directory account administration.
• Install and validate enterprise applications, endpoint security software, and device management tools.
• Configure network settings, user permissions, and access requirements.
• Support mobile device deployment and enterprise mobility management solutions.
• Assist employees with equipment installations, replacements, and workstation setups.

Endpoint Administration and Maintenance

• Verify proper installation and functionality of endpoint management and cybersecurity tools.
• Assist with operating system updates, software installations, and patch management.
• Maintain accurate hardware inventories, asset records, and technical documentation.
• Identify and remediate endpoint compliance issues.
• Support ongoing device maintenance and lifecycle management activities.

Network Troubleshooting and Support

• Troubleshoot basic network connectivity issues involving switches, network ports, and wireless connections.
• Assist with IP address management and network audits.
• Support documentation of VLANs, subnets, and network configurations.
• Escalate advanced networking and infrastructure issues to the appropriate technical teams.

Cybersecurity and Compliance

• Follow and reinforce established cybersecurity policies, enterprise IT standards, and device usage requirements.
• Support endpoint security initiatives, including antivirus and endpoint protection platforms.
• Assist with user account reviews, device audits, and security compliance assessments.
• Identify potential compliance concerns and coordinate remediation activities.
• Help maintain secure and compliant endpoint environments.

System Audits and Documentation

• Perform periodic reviews and audits of:
• Active Directory computer accounts
• Hardware and device inventories
• Backup coverage and verification
• Endpoint management systems
• Security software functionality
• File share access permissions
• Maintain technical documentation and support infrastructure reviews.
• Assist with backup verification and recovery testing activities.

End-User Training and Education

• Educate employees on corporate IT standards, security requirements, and technology usage.
• Provide guidance on manufacturing workstation requirements versus standard corporate devices.
• Assist users with mobile device management practices and supported applications.
• Provide basic training and troubleshooting assistance for collaboration room technologies, printing services, and Microsoft 365 applications.

IT Projects and Infrastructure Support

• Assist with local IT projects, technology deployments, and infrastructure upgrades.
• Support equipment installations, relocations, additions, and configuration changes.
• Complete assigned project tasks under the direction of senior IT personnel.
• Collaborate with site leadership and enterprise IT teams to support operational improvements.

Technical Skills and Knowledge

Operating Systems

• Windows 10 and Windows 11
• Basic Windows Server support

Desktop and Endpoint Technologies

• Active Directory administration
• Desktop and laptop deployment and imaging
• Hardware installation, configuration, and troubleshooting
• Endpoint device management
• Software installation and maintenance

Security and Endpoint Management

• Tanium
• CrowdStrike
• Endpoint security best practices
• Device compliance and security monitoring

Backup and Recovery

• Macrium Reflect
• Basic backup verification and recovery procedures

Networking Fundamentals

• TCP/IP
• DNS
• DHCP
• VLAN fundamentals
• Network connectivity troubleshooting
• Basic network configuration and documentation

Collaboration and Mobility

• Mobile Device Management (SOTI)
• Zoom Rooms
• Microsoft 365 applications
• Print services and peripheral support

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, or a related technical field, or equivalent practical experience.
• 0-3 years of experience in desktop support, IT help desk, or a related technical support role.
• Basic understanding of Windows operating systems, networking fundamentals, and Active Directory.
• Experience supporting end users in manufacturing, industrial, or enterprise environments.
• Familiarity with IT ticketing systems and established incident management procedures.
• Ability to work independently while following documented processes, procedures, and technical standards.
• Willingness to travel locally between supported facilities and provide occasional after-hours support.

Core Competencies

• Strong customer service and interpersonal skills.
• Effective technical troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Attention to detail and accurate documentation practices.
• Strong organizational and time management skills.
• Ability to prioritize and manage multiple support requests.
• Collaborative approach to working with end users and IT teams.
• Adaptability and willingness to learn new technologies.
• Commitment to continuous improvement and professional development.

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