Desktop Support Technician

Job Description

Job Description

POSITION DESCRIPTION

Field Support Technician

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Job Summary/ Purpose:

Field Service Technicians performs on-site or in-house servicing, repair and/or installation of company product(s) including system hardware and software, PC's, Toughbook’s, Mobile devices, servers and networking/wireless networking. Provides technical support to customers on operational or maintenance aspects of system equipment.

Main Accountabilities/Responsibilities:

· Good knowledge on Imaging/Staging of desktops, laptops and other related devices.

· Maintain, analyze, and troubleshoot, software and computer peripherals.

· Must have reliable transportation and clean driving history

· Travel to Various sites on demand basis would be required.

· Ability to set up, configure and add all hardware.

· Assist client internal IS technicians with large IMAC’s

· Break-fix & IMAC support, periodic maintenance

· Provide technical support to end-users via telephone and in person.

· Assist coworkers in the resolution of end-user’s technical issues.

· Assist coworkers in the execution of established processes and escalations.

· Test, image and clean PC’s, laptops, monitors, printers, and other related hardware.

· Following proper manufactures procedures for ordering parts and returning defective parts.

· Manage (Service Now) ticket queue constantly throughout the day.

· Response to end-user issues via face to face interaction, telephone, or escalated help desk tickets.

· Diagnose and resolve technical hardware and software issues.

· Gather information to determine the issue by evaluating and analyzing the symptoms.

· Partners with other departments to provide technical assistance.

· Corporate Wi-Fi and LAN access

· VPN setup and troubleshooting

· Network authentication issues

· Identify priorities and redirect problems to appropriate resources.

· Organize ideas and communicate appropriate messages.

· Stay current with system information, changes, and updates.

· Handling all designated workstation installations and updates

Capabilities/Skillset:

· 4+ years of hands-on technical knowledge of laptop and desktop design and software installation.

· Familiar with standard concepts, practices, and procedures within the IT support field. Relies on limited experience and judgment to plan and accomplish goals.

· Possess 2 to 3 years’ experience in a break/fix environment. Able to lift heavy equipment. (PC’s, monitors, printers.) Strong verbal and written communication skills. A certain degree of creativity and latitude is required.

· Experience in supporting Mobile devices (Apple IOS, Android, iPhone, iPad)

· Experience with Windows 7-10 OS, Microsoft Office, Internet browsers and Email clients.

· Printer/Copier experience preferred.

· Working knowledge of systems hardware, printers, scanners and other peripheral devices.

· Strong communication and customer service skills with users to interpret and address their needs in an efficient and professional manner.

· Experience providing IT technical support to senior leaders of an organization.

· Ability to visualize and troubleshoot complex issues remotely.

· Highly developed analytical troubleshooting skills.

· Able to multi-task, work independently with minimal supervision as well as within a team environment.

· Ability to obtain and maintain manufacture warranty repair certifications. (EX, HP, DELL, LENOVO, APPLE)

MINIMUM QUALIFICATIONS

Education

· Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience

Experience

• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.

• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.

• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.

• Experience with PC and laptop hardware installation, configuration, and troubleshooting.

• Familiarity with enterprise antivirus and endpoint protection solutions.

• Experience with helpdesk ticketing systems and IT service management practices.

• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.

• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.

• Strong analytical, problem-solving, and technical troubleshooting abilities.

• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.

• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.

• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.

• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.

• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.

• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.

• May require bending, kneeling, or crouching to install or service equipment.

• Work is performed primarily in a standard office or data center environment with moderate noise levels.

• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.