Desktop Support Technician; Hybrid

Total Required Experience in Years:
Minimum 3+ Years (Desktop Support Experience) Mode of Work:
Hybrid (Onsite Every Other Wednesday) Job Description

Seeking an experienced Desktop Support Technician to provide enterprise desktop support, technical troubleshooting, hardware/software administration, and end-user support services within a hybrid work environment. The ideal candidate should possess strong expertise in desktop support, Windows environments, troubleshooting, software deployment, technical documentation, customer service, and desktop lifecycle management. This role requires serving as a primary technology support contact responsible for issue resolution, desktop administration, hardware and software installation, system upgrades, virus protection, backup monitoring, procurement coordination, and user support across remote and onsite environments.

• Provide desktop computer support and technical assistance to end users
• Install, configure, maintain, and upgrade desktop systems, printers, modems, disk drives, and related hardware/software
• Troubleshoot hardware, software, network, system, and application-related issues to identify and resolve operational problems
• Coordinate testing for software deployments, system changes, upgrades, and new implementations
• Manage retirement, replacement, and disposal of obsolete or damaged technology equipment
• Coordinate procurement and installation of hardware and software assets
• Support virus protection management, software patching, and endpoint maintenance activities
• Monitor backup processes and verify operational reliability of backup systems
• Document technical procedures, troubleshooting activities, issue resolutions, and system changes
• Participate in performance analysis and identify technical improvement opportunities
• Serve as technical support contact during service outages and support coordination activities
• Provide technical communication, status updates, and customer service support to end users
• Conduct user training and create instructional materials for systems and applications
• Attend bi-weekly team meetings and participate in operational review discussions

• Evaluate and recommend purchases for computers, software, peripherals, and networking equipment
• Assist in maintaining system performance, reliability, and availability standards
• Identify trends impacting system utilization, performance, and operational availability
• Support departmental technology integration and enterprise support coordination activities
• Ensure compliance with organizational quality, documentation, and support standards
• Collaborate effectively in team-oriented technical support environments

• Minimum 3 years of desktop support experience
• Strong customer service and end-user support capabilities
• Experience documenting technical procedures and support-related activities
• Hands-on experience troubleshooting desktop hardware and software issues
• Strong knowledge of Windows operating systems and desktop environments
• Experience with software installation, upgrades, deployments, and patch management
• Basic networking troubleshooting and support knowledge
• Experience supporting printers, peripherals, and endpoint devices
• Strong written, verbal, and stakeholder communication skills
  
  Ability to work independently and collaboratively in a hybrid environment

• Must be local to Augusta, Maine, or within a one-hour commuting radius
• Must be available to work onsite every other Wednesday as required
• Ability to participate in virtual interviews with camera enabled required
• Strong troubleshooting, customer support, and collaboration skills preferred

• Associate degree in Information Technology, Computer Science, or related field preferred

• CompTIA A+ preferred
• Network+ preferred
• Microsoft certification preferred