Desktop Technician

Job Description

Position: Desktop Technician
Department: Information Technology
Reports To: Help Desk Manager

Company Description
IMMEDIATE IMPACT. MEANINGFUL CAREER.
We know our success begins and ends with our people. It is the reason we work hard to attract and retain the best and brightest talent. From day one, you will be an integral member of our high-caliber, collaborative team. We will empower you to apply your energy, expertise, and creativity to meet our client's needs while instilling you with unsurpassed market knowledge and development opportunities to succeed. When you join, you won't simply start a new job-you will build a meaningful and impactful career.

Job Description

POSITION OVERVIEW

Core Job Title- Desktop Technician - The Help Desk Technician provides support for users experiencing IT-related Incidents and fulfilling Service Requests. They ensure effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network problems. The role is customer-focused and requires a strong understanding of IT systems, problem-solving skills, and the ability to work in a fast-paced environment.

Alternate Job Title- N/A

RESPONSIBILITIES

• Provide prompt, friendly, and effective support to customers by phone, email, chat, or in-person
• Log, categorize, prioritize and resolve Service Requests and Incidents in the ITSM
• Identify, diagnose and resolve hardware and software issues, including Windows and Mac Operating systems, Office 365, and SaaS applications
• Onboard and offboard users in Active Directory and other systems in a timely manner in accordance with compliance policies
• Proactively identify recurring Incidents for Problem Identification and remediation
• Contribute to the internal knowledge base by documenting solutions to common issues, best practices and Help Desk processes
• Work closely with other IT teams to resolve complex issues
• Maintain accurate inventory of IT assets
• Project assignments as requested
• Local travel, up to 25% or as needed
• Must be willing to work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines.
  • This is not expected to be a weekly occurrence, but the right candidate will be flexible, dependable, and willing to jump in when the situation calls for it.
• Other duties as assigned

Qualifications

• At least 1-2 years of experience in an IT Support Help Desk or Service Desk role
• Experience with ITSM tools
• Experience with remote desktop support tools
• Ability to handle multiple tasks effectively, with tact, courtesy, and a high degree of customer service.
• Work independently and effectively with minimal direction
• Work collaboratively with a team
• Strong understanding of Windows and MacOS operating systems
• Familiarity with conference room technology
• Excellent communication skills (both written and verbal) with the ability to explain technical issues to non-technical users

EDUCATION

• College Degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Industry related certifications such as ITIL v4 Foundation, A+, Network+, AZ-900 are preferred

Additional Information

We are an equal-opportunity employer and do not discriminate on the basis of ethnicity, race, religion, sexual orientation, gender identity, age, national origin, disability, military status, or any other reason prohibited by law. Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

We offer competitive salaries, bonuses, medical/dental/vision insurance, pharmacy benefits, health savings account, flexible spending accounts, 401(k) plan with company matching, PTO, and holiday pay. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, location, and other job-related reasons.


Meet Your Recruiter

James Jackson