Deskside/ Desktop Support Technician

Desktop Support Technician

The Band 2 Desktop Technician provides day-to-day local and remote desktop support. Responsibilities include handling inbound calls, responding to support tickets, troubleshooting hardware, software, and application issues, and documenting solutions in the ticketing system.

The role involves coordinating with supervisors and managers to ensure operational consistency across shifts within the IT Support Center. The technician performs break/fix troubleshooting, fault diagnosis, and resolution for desktop environments and core operating systems.

The ideal candidate will have 2–3 years of experience supporting Windows desktop environments and the ability to support enterprise applications and infrastructure.

Key Responsibilities

Technical Support

• Provide first and second level technical support and issue resolution for end users.
• Troubleshoot hardware, software, and application issues through ticketing systems.
• Work with third-party vendors to resolve complex technical issues when necessary.
• Provide timely updates to users regarding issue status and resolution.

System Support

• Install, upgrade, and support:
  • Windows 7, Windows 8.1, Windows 10
  • Microsoft Office 2010 and later
  • Collaboration tools such as enterprise messaging applications
• Support Apple macOS devices where required.
• Install and troubleshoot printers, scanners, and other peripherals.

Required Qualifications & Skills

Education

• Bachelor’s Degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Certifications (Preferred)

• CompTIA A+
• Microsoft Certified Professional (MCP) or equivalent.