Desktop Technician

Desktop Technician Location: Dallas-Fort Worth, TX (Onsite) Department: Information Technology Reports To: Help Desk Manager Position Overview The Desktop Technician provides support for users experiencing IT-related incidents and fulfilling service requests. This role ensures effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network issues. The ideal candidate is customer-focused, technically capable, and comfortable working in a fast-paced onsite environment. Responsibilities Provide prompt, friendly, and effective support to users by phone, email, chat, or in person. Log, categorize, prioritize, and resolve service requests and incidents in the ITSM system. Identify, diagnose, and resolve hardware and software issues, including Windows and Mac operating systems, Microsoft 365, and SaaS applications. Onboard and offboard users in Active Directory and other systems in accordance with internal processes and compliance requirements. Proactively identify recurring incidents and assist with problem identification and remediation. Contribute to the internal knowledge base by documenting solutions, best practices, and help desk processes. Work closely with other IT teams to resolve complex technical issues. Maintain accurate inventory of IT assets. Support project assignments as requested. Travel locally up to 25% or as needed. Work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines. Perform other duties as assigned. Qualifications 1-2 years of experience in an IT Support, Help Desk, Desktop Support, or Service Desk role. Experience with ITSM tools and remote desktop support tools. Strong understanding of Windows and macOS operating systems. Experience supporting Microsoft 365 and common SaaS applications. Basic Active Directory user administration experience preferred. Ability to handle multiple tasks with professionalism, tact, courtesy, and a high degree of customer service. Ability to work independently with minimal direction and collaboratively with a team. Familiarity with conference room technology preferred. Excellent written and verbal communication skills, including the ability to explain technical issues to non-technical users. Education / Certifications College degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience will be considered. Industry certifications such as ITIL v4 Foundation, CompTIA A+, Network+, or Microsoft AZ-900 are preferred. Work Requirements Onsite role with local travel as needed. Must be flexible, dependable, and willing to support urgent needs when required. Must be able to provide professional, customer-focused support to users at all levels. #J-18808-Ljbffr Buchanan Associates