IT Desktop Support Technician

Summary/Objective: The IT Desktop Support Technician provides frontline technical support to employees by troubleshooting hardware, software, network, and peripheral issues. This role is responsible for maintaining and deploying computer systems, supporting remote users, resolving connectivity issues, managing IT assets, and delivering exceptional customer service. The ideal candidate is a motivated problem-solver who can effectively balance technical expertise with a customer-focused approach.Specific Responsibilities and Essential Functions:Troubleshoot and resolve desktop, laptop, hardware, software, and application issues.Install, configure, and support Windows and macOS operating systems.Diagnose and resolve VPN connectivity and remote access issues.Support basic networking functions including IP addressing, DNS, DHCP, and Active Directory.Set up, configure, deploy, and maintain workstations, laptops, monitors, and other end-user devices.Install, configure, and troubleshoot printers and other peripherals.Respond to, track, and resolve IT support tickets, emails, and service requests in a timely manner.Document technical issues, resolutions, and procedures within the ticket management system.Perform asset tagging and maintain accurate inventory records for IT equipment.Assist with equipment upgrades, technology refreshes, and workstation relocations.Escalate complex technical issues when necessary.Maintain compliance with company IT policies, procedures, and security standards.Perform other duties as assigned.Competencies and Qualifications:Adaptability: Responds effectively to change, shifting priorities, and evolving business and customer needs. Anticipates challenges and adjusts strategies to deliver timely, informed, and solution-oriented responses. Confronts obstacles with courage and resilience, learns from setbacks, and remains forward-focused in dynamic environments, aligning decisions with organizational values and expectations.Collaboration: Works effectively across teams, departments, and stakeholders to achieve shared goals and deliver value to internal and external customers. Builds respectful, professional relationships grounded in trust. Integrates diverse perspectives, addresses conflict constructively, and fosters an inclusive team environment. Shares knowledge, supports others' development, and contributes to sustained organizational growth.Engagement: Connects daily work to the company's broader vision and long-term success. Maintains a customer-first mindset, anticipating and addressing internal and external customer needs with professionalism and care. Contributes innovative ideas, embraces feedback, and seeks opportunities for continuous improvement. Approaches responsibilities with energy, purpose, and a commitment to sustainable value creation.Integrity: Communicates clearly, respectfully, and transparently in both verbal and written interactions. Actively listens, asks clarifying questions, and engages in constructive dialogue – even in difficult conversations – to build trust. Demonstrates respect for diverse perspectives and cultures. Upholds company policies and ethical standards, and maintains a strong safety-first mindset, leading by example to ensure a compliant and secure work environment.Ownership: Demonstrates independent judgment and personal accountability in delivering high-quality results. Takes ownership of decisions, deadlines, and outcomes with minimal oversight. Prioritizes effectively, manages time and resources responsibly, and ensures work is accurate, thorough, and aligned with company standards. Proactively communicates progress, challenges, and availability. Maintains reliable attendance and fulfills responsibilities consistently and professionally, with a commitment to excellence.Education and Experience:Associate degree in Information Technology, Computer Science, or related field preferred; equivalent work experience may be considered.Minimum of 1-3 years of experience in IT Help Desk, Desktop Support, or Technical Support roles.Experience troubleshooting hardware, software, and operating system issues.Working knowledge of Windows operating systems; macOS experience preferred.Basic understanding of networking concepts, including DNS, DHCP, IP addressing, VPNs, and Active Directory.Experience deploying workstations, printers, and related IT equipment.Experience using ticketing systems and asset management tools preferred.CompTIA A+, Network+, Microsoft certifications, or equivalent certifications are preferred.Physical Demands:Prolonged periods of sitting and working on a computer.Frequent use of hands and fingers to operate computers, peripherals, and office equipment.Ability to lift, carry, and install equipment weighing up to 40 pounds.Ability to bend, kneel, reach, and work under desks or in equipment areas as required.Ability to move throughout office, warehouse, and production environments to provide onsite technical support.Travel Required:Up to 10%, If NecessaryOther Duties:Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. #J-18808-Ljbffr