Desktop Support Technician

Core Skill Areas & Responsibilities

We are seeking an experienced Desktop Support Technician to provide Tier II end-user support in a corporate environment. This role supports hardware, software, network connectivity, collaboration tools, and endpoint security while maintaining high service standards and SLA compliance.

• Provide Level II technical support for corporate end users (onsite and remote).
• Troubleshoot and resolve hardware, software, email, and peripheral issues.
• Support remote users and telecommuting environments.
• Document incidents and resolutions in a service desk ticketing system.
• Identify recurring technical issues and recommend root cause solutions.
• Maintain SLA/KPI compliance and ticket prioritization.

Help Desk Support, Technical Support, Tier II Support, Service Desk, Incident Management, Root Cause Analysis, SLA Management, Customer Support

• Install, configure, deploy, and upgrade Windows 11 systems.
• Perform desktop/laptop imaging and client workstation setup.
• Deploy new technologies and endpoint solutions.
• Evaluate new hardware and software for enterprise integration.

Windows 11, Desktop Deployment, OS Installation, Endpoint Configuration, Imaging, Hardware Troubleshooting, Software Installation

• Administer and support Microsoft 365 (Office 365).
• Support Microsoft Teams collaboration tools.
• Manage users and permissions within Active Directory.

• Troubleshoot TCP/IP connectivity issues.
• Support DNS, DHCP, SMTP, and related services.
• Escalate complex network or infrastructure issues to senior IT staff.

TCP/IP, DNS, DHCP, SMTP, Network Troubleshooting, LAN/WAN Support

• Provide support for conference room technologies and A/V systems.
• Troubleshoot collaboration hardware and presentation systems.

A/V Support, Conference Room Technology, Unified Communications, Video Conferencing Support

• Maintain system integrity and endpoint security.
• Comply with Information Security policies and procedures.
• Handle sensitive data in accordance with DoD and corporate security standards.
• Execute NDA prior to access to controlled information.

Information Security, Endpoint Security, Data Protection, DoD Compliance, Security Clearance Eligible

• Manage IT inventory and asset tracking.
• Coordinate hardware/software warranty service with vendors.
• Liaise with internal departments and third-party partners.

IT Asset Management, Vendor Management, Hardware Lifecycle Management

• Collaborate with senior technical support staff and IT teams.
• Provide cross-training to team members.
• Translate technical information into non-technical language.

Cross-Functional Collaboration, Technical Documentation, Knowledge Transfer, Communication Skills

• 4+ years of corporate help desk / desktop support experience
• Extensive experience with Windows 11
• Strong knowledge of Microsoft 365 and Active Directory
• Understanding of TCP/IP networking fundamentals
• Experience with service desk ticketing systems

• Associate’s Degree (AA/AS) in Information Technology or related field OR equivalent professional experience

• Strong analytical and troubleshooting abilities
• Ability to manage multiple priorities
• Independent and team-oriented work style

• Ability to lift 35 lbs independently; 50 lbs with assistance
• Ability to bend, stoop, squat, and stand for extended periods
• Comfortable working near industrial/mechanical equipment
• Flexible schedule including rotating on-call support