Desktop Technician

Desktop Technician

Location: Dallas-Fort Worth, TX (Onsite)

Department: Information Technology

Reports To: Help Desk Manager

The Desktop Technician provides support for users experiencing IT-related incidents and fulfilling service requests. This role ensures effective and efficient service delivery and a seamless user experience by troubleshooting hardware, software, and network issues. The ideal candidate is customer-focused, technically capable, and comfortable working in a fast-paced onsite environment.

• Provide prompt, friendly, and effective support to users by phone, email, chat, or in person.
• Log, categorize, prioritize, and resolve service requests and incidents in the ITSM system.
• Identify, diagnose, and resolve hardware and software issues, including Windows and Mac operating systems, Microsoft 365, and SaaS applications.
• Onboard and offboard users in Active Directory and other systems in accordance with internal processes and compliance requirements.
• Proactively identify recurring incidents and assist with problem identification and remediation.
• Contribute to the internal knowledge base by documenting solutions, best practices, and help desk processes.
• Work closely with other IT teams to resolve complex technical issues.
• Maintain accurate inventory of IT assets.
• Support project assignments as requested.
• Travel locally up to 25% or as needed.
• Work occasional overtime or extended hours as business needs require, including urgent support issues, critical projects, executive requests, or time-sensitive deadlines.
• Perform other duties as assigned.

• 1-2 years of experience in an IT Support, Help Desk, Desktop Support, or Service Desk role.
• Experience with ITSM tools and remote desktop support tools.
• Strong understanding of Windows and macOS operating systems.
• Experience supporting Microsoft 365 and common SaaS applications.
• Basic Active Directory user administration experience preferred.
• Ability to handle multiple tasks with professionalism, tact, courtesy, and a high degree of customer service.
• Ability to work independently with minimal direction and collaboratively with a team.
• Familiarity with conference room technology preferred.
• Excellent written and verbal communication skills, including the ability to explain technical issues to non-technical users.

• College degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience will be considered.
• Industry certifications such as ITIL v4 Foundation, CompTIA A+, Network+, or Microsoft AZ-900 are preferred.

• Onsite role with local travel as needed.
• Must be flexible, dependable, and willing to support urgent needs when required.
• Must be able to provide professional, customer-focused support to users at all levels.