Desktop Technician

Desktop TechnicianFor years, Stream Data Centers has been a trusted partner in providing world-class data center solutions. With a focus on sustainable, secure, and reliable infrastructure, Stream empowers businesses to scale their digital operations while prioritizing environmental and social responsibility.Stream Data Centers continues to set new standards for innovation, operational excellence, and sustainability in the data center industry, having provided premium data center services since 1999. Now, with 90% of its inventory leased to Fortune 100 customers, the company has acquired, developed and managed more than 27 data center projects nationally, while leadership has remained consistent for over two decades.From site selection to data center construction and operations, Stream develops wholesale colocation capacity and build-to-suit facilities for hyperscale and enterprise users in major markets across the United States. Additionally, Stream sources and develops low-risk land sites for optimum data center development and provides energy procurement services with a focus on reducing market risk and providing low-cost renewable energy options.The Desktop Technician is an entry-level, Tier 1 support role responsible for providing friendly, responsive, and reliable technical assistance to Stream employees. This position receives, documents, troubleshoots, and resolves common incidents and service requests; prepares and deploys end-user devices; supports Microsoft 365 and standard business applications; and assists with onboarding and offboarding activities.This role is designed for someone early in their IT career who brings foundational technical knowledge, strong customer-service skills, and a willingness to learn. The Desktop Technician works closely with senior IT team members and follows established security, escalation, documentation, and service-management practices.Under the direction of the Manager, IT Applications and Helpdesk, the Desktop Technician provides in-office support across Stream's Dallas and Frisco locations. The technician serves as a first point of contact for end-user technology needs, restores service where possible, escalates issues when appropriate, and helps maintain accurate records for tickets, devices, and user support activities.ResponsibilitiesProvide Tier 1 support through the approved service channels, including phone, email, chat, ticket portal, and in-person requests.Record, categorize, prioritize, and update incidents and service requests in the IT service-management system.Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, browsers, printers, Wi-Fi, VPN, conference-room technology, and peripherals.Prepare, configure, deploy, replace, and recover laptops, desktops, monitors, mobile devices, and accessories in accordance with Stream standards.Assist with device enrollment, application installation, and endpoint provisioning through Microsoft Intune and other approved tools.Support password resets, multifactor authentication, and routine account-access issues while following identity-verification and least-privilege procedures.Complete assigned onboarding and offboarding tasks, including equipment preparation, access coordination, device recovery, and asset documentation.Escalate unresolved, security-sensitive, or higher-impact issues to the appropriate IT team member with complete troubleshooting notes and relevant evidence.Maintain accurate ticket notes, asset records, support procedures, and knowledge articles.Communicate clearly and professionally with users, provide practical status updates, and confirm resolution before closing requests.Follow Stream's information-security, change-management, acceptable-use, and support procedures.Support occasional after-hours activities or on-call coverage when assigned.Core CompetenciesCustomer Service (Nice): Treats users with patience, respect, and urgency while setting clear expectations and following through.Technical Learning (Smart): Applies structured troubleshooting, learns from coaching, and steadily expands technical knowledge.Integrity & Security (Honest): Protects confidential information, follows verification requirements, and promptly escalates mistakes or risks.Ownership & Accountability: Takes responsibility for assigned tickets and tasks, documents work accurately, and communicates when assistance is needed.Documentation & Process Adherence: Uses approved procedures, maintains complete ticket notes, and contributes useful knowledge documentation.Engagement & Improvement (Passionate): Looks for practical ways to improve the employee support experience and reduce recurring issues.Teamwork & Communication: Works effectively with other IT teams and explains technical information in clear, user-friendly language.