Desktop Support Technician

POSITION DESCRIPTION Field Engineer – End User Devices & Hands and Feet Support Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time ESSENTIAL FUNCTIONS AND RESPONSIBILITIES End-User Device Support Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals. Perform hardware diagnostics, repairs, upgrades, and installations. Troubleshoot and resolve software-related issues, including operating systems, applications, and patches. Configure and provision end-user devices based on organizational standards. Hands and Feet Support Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations. Perform basic network troubleshooting and assist in resolving connectivity issues. Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections. Incident and Request Management Respond promptly to service requests and incidents raised by end users or IT teams. Document and escalate unresolved issues to higher-level support teams. Ensure timely resolution of issues within defined SLAs. Inventory and Asset Management Maintain accurate records of IT assets, including end-user devices and peripherals. Assist in tracking and managing inventory levels for spare parts and equipment. 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 · Proven experience in providing on-site support for end-user devices and IT hardware. · Strong knowledge of Windows, macOS, and mobile operating systems. · Hands-on experience with hardware diagnostics, repairs, and installations. · Basic understanding of networking concepts, including LAN, WAN, and Wi-Fi troubleshooting. · Familiarity with IT service management tools and ticketing systems. · Excellent problem-solving and troubleshooting skills. · Strong communication and interpersonal skills. Preferred Skills (Good-to-Have) · Certifications such as CompTIA A+, ITIL Foundation, or equivalent. · Experience with Active Directory, Office 365, and remote support tools. · Knowledge of server hardware and basic data center operations. · Familiarity with imaging and deployment tools (e.g., SCCM, MDT). · Experience in working in multi-site environments. Work Environment · Requires travel to various locations to provide on-site support. · Ability to lift and move IT equipment as needed. · Availability for on-call support and flexible working hours. 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.