Desktop Support Technician

Key Responsibilities:
Technical Support

• Diagnose and resolve L1 issues for laptops, desktops, printers, scanners, and other end-user devices.
• Install, configure, and troubleshoot operating systems (Windows/macOS) and standard business applications (O365, browsers, VPN, etc.).
• Support basic network connectivity issues (Wi-Fi, LAN, VPN, IP configuration).
• Assist with password resets, account unlocks, permissions, and user access management via
  Active Directory / Entra ID
  .
• Provide basic support for video conferencing tools (Zoom, Teams, WebEx).

Incident & Service Request Management

• Log, classify, and resolve incidents through ITSM tools (e.g.,
  ServiceNow, Jira, Remedy
  ).
• Escalate issues to L2/L3 teams when necessary while maintaining ownership until closure.
• Track and meet SLA targets, ensuring timely updates and proper documentation.

Device & Software Management

• Perform installation, configuration, and deployment of software, updates, and patches.
• Support imaging and re-imaging of systems using SCCM/MDT or similar tools.
• Conduct routine checks, inventory updates, and asset management for end-user devices.

Customer Communication & Documentation

• Provide clear communication to users regarding status, troubleshooting steps, and resolution.
• Maintain knowledge base articles, troubleshooting guides, and SOP documentation.
• Deliver excellent customer service and maintain a professional, friendly approach.

Onsite Support (if applicable)

• Assist with meeting room equipment, docking stations, projectors, and peripherals.
• Provide hands-on support for hardware replacements, cable management, and desk setups.

Required Skills & Qualifications:

• Basic understanding of Windows 10/11, macOS, and O365.
• Familiarity with Active Directory (reset passwords, add users to groups, etc.).
• Knowledge of basic networking concepts (IP, DNS, DHCP, Wi-Fi).
• Experience with ITSM tools (ServiceNow, Jira, Remedy).
• Strong communication, customer service, and problem-solving skills.

Optional / Nice-to-Have Skills:

• SCCM / Intune / MDM basics
• Basic scripting (PowerShell)
• Printer/server room awareness
• Familiarity with antivirus, endpoint security, and MFA tools