The Desktop Support Technician is responsible for providing first-level technical support for end users, IT infrastructure, and enterprise systems. The role focuses on resolving routine incidents, monitoring IT systems, supporting desktops, laptops, servers, Microsoft 365, and network connectivity, while escalating complex issues to the L2 Infrastructure team. The ideal candidate should have a strong foundation in Windows operating systems, networking, Microsoft technologies, and customer service.
Work Schedule: (Monday-Friday 10:00pm – 7:00am)
Essential Job Duties and Responsibilities:
- Provide technical support for hardware, software, network, and infrastructure-related issues.
- Respond to incidents and service requests through the IT Service Desk within defined SLAs.
- Install, configure, and troubleshoot desktops, laptops, printers, scanners, IP phones, and mobile devices.
- Create, modify, disable, and manage user accounts in Active Directory and Microsoft 365.
- Perform password resets, account unlocks, mailbox management, and distribution group administration.
- Install, configure, and support Windows 10/11 operating systems and Microsoft Office applications.
- Assist with basic Windows Server administration under the guidance of the L2 team.
- Monitor server, network, and infrastructure alerts and escalate critical issues when required.
- Perform routine system health checks and report abnormalities.
- Support LAN, Wi-Fi, VPN, printers, and basic network connectivity issues.
- Configure and troubleshoot basic TCP/IP, DNS, DHCP, and network settings.
- Install and update antivirus, endpoint security, and operating system patches.
- Assist in deploying new desktops, laptops, servers, and IT equipment.
- Perform hardware replacement and basic troubleshooting for desktops, laptops, and peripherals.
- Maintain IT asset inventory, documentation, and service records.
- Follow standard operating procedures (SOPs) and security policies.
- Support onboarding and offboarding activities, including user account setup, device provisioning, and access management.
- Coordinate with vendors for hardware warranty and service requests when required.
- Escalate unresolved technical issues to the L2 Infrastructure team with complete troubleshooting details.
- Participate in IT infrastructure maintenance activities and scheduled system upgrades.
- Associate’s degree in computer science, Information Technology, or a related field.
- 1–3 years of experience in IT Help Desk, Desktop Support, or Infrastructure Support.
- Good knowledge of Windows operating systems and Microsoft Office.
- Basic understanding of Active Directory and Microsoft 365 administration.
- Basic networking knowledge, including IP addressing, DNS, DHCP, and Wi-Fi troubleshooting.
- Familiarity with desktop hardware, printers, and peripheral devices.
Preferences:
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure Fundamentals (AZ-900)
- ITIL Foundation
