Desktop Support Technician

POSITION SUMMARY
We are seeking a proactive and customer-focused IT Support Technician to join our onsite Tech Bar team. This role will provide face-to-face technical assistance to end users, ensuring a high standard of service and e??ective resolution of technical issues. You will act as the first point of contact for walk-in and floor-walking support, maintaining a strong focus on customer experience.
Key

Responsibilities:

? Deliver high-quality, face-to-face technical support to end users via the Tech Bar and floor walking.
? Maintain a customer-first approach, ensuring users are informed throughout the support process.
? Collaborate with IT support teams to escalate and resolve issues e??iciently.
? Troubleshoot and resolve hardware, software, and connectivity issues for Windows 10 desktops, laptops, and mobile devices.
? Support Microsoft O??ice 365 applications, including Outlook, Teams, OneDrive, and cloud storage platforms (e.g., Box).
? Perform device setup, configuration, and deployment for both Windows and Apple Mac/iOS environments.
? Utilise tools such as Active Directory, Group Policy Objects, SCCM/SMS, and remote-control technologies to manage and support devices.
? Assist with antivirus software management in an enterprise environment.
? Maintain accurate asset inventory records and support asset management processes.
? Use ServiceNow for ticket logging, tracking, and resolution (desirable).
? Essential Skills & Experience
? Proven experience providing in-person technical support in a customer-focused environment.
? Excellent communication skills, with the ability to explain technical issues in simple terms.
? Strong knowledge of Microsoft Windows environments within an enterprise domain setting.
? Hands-on experience with Active Directory, SCCM/SMS, Group Policy, and remote-control methods.
? Proficiency in supporting Windows, Microsoft O??ice 365, and desktop/laptop hardware.
? Experience supporting Microsoft O??ice applications, especially Outlook and Teams.
? Familiarity with cloud-based storage solutions such as OneDrive and Box.
? Awareness of antivirus software management in enterprise environments.
? Understanding of asset management processes and procedures.
Desirable Skills
? Experience supporting Apple Mac OS and iOS devices.
? Mobile device setup and deployment experience.
? Knowledge and experience of ServiceNow ITSM platform.
Working Style
? Comfortable working in a high-visibility, customer-facing role.
? Able to balance desk-based support with proactive floor walking to provide at-desk assistance.
? Focused on delivering an outstanding customer experience at all times.
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 applicable laws.

• Regularly required to sit, stand, walk, and use hands to operate computers and 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.
  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 law.
  Applicants requiring reasonable accommodation during the hiring process should contact Human
  Resources in advance.

  DISCLAIMER
  This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.