Desktop Support Technician

Job Description

Job Description

Desktop 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

Break-fix support for EUC devices (laptops, desktops) and non-EUC (routers, switches, APs, servers, cabling, printers, meeting room devices)

- Deskside support at user workstation

- Eyes & Hands / Smart Hands for remote support teams

- IMACD (Install, Move, Add, Change, Dispose) execution

- VIP and Priority user support (P1/P2, Same Business Day option)

- Dedicated onsite support at designated sites during business hours

- Scheduled visits at designated sites (weekly or fortnightly)

- Dedicated support on demand, Next Business Day (12 noon cut-off)

- Event support (kick-offs, executive committees, client visits)

- Meeting room and AV equipment support

- Stock management at site storerooms

- Device imaging, staging, and deployment

- Joiners-Movers-Leavers (JML) IT processing at site level

- CMDB updates for all device lifecycle changes

- Knowledge Base contribution and continuous improvement

- Physical site access management (badges, inductions, H&S, PPE, security vetting)

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

Bachelor’s degree or equivalent in Computer Science or related field.

CompTIA A+, Microsoft Certified Professional (MCP) or better.

Windows 13, Apple Mac, In Tune Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.

Proven analytical, troubleshooting and problem-solving skills.

Proven ability to multi-task, effectively determine priorities and meet SLA’s.

Excellent communication relationship-building and internal customer service skills. ix. Adaptable and flexible in a fast-changing industry and work environment.

Willing to work occasional overtime off-hours and weekends when required for projects or emergency support.

Effective communication by Engineer in English and local languages is mandatory

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.