Desktop Support Technician

Job Details

Job Location:

Office Address - Greenville, SC 29607

Desktop Support Technician

Department: IT Services

Reports To:

Director of IT Services / Service Manager

Location:

Greenville, SC (On-site with possible client-site travel)

The Desktop Support Technician is the "Technology Enabler" for our employees and clients. This role serves as the bridge between end-users and the broader IT team, ensuring devices, applications, and workplace technology operate reliably and securely. You are the hands-on problem solver who keeps users productive by delivering exceptional technical support, maintaining endpoint systems, and helping drive technology adoption across the organization.

The "Technology Enabler" Approach

• Workstation Lifecycle Management:
  Build, image, configure, deploy, and maintain Windows 10/11 desktops and laptops. Perform hardware upgrades, replacements, and peripheral installations.
• Advanced Troubleshooting:
  Diagnose and resolve complex hardware, software, and operating system issues for users both remotely and onsite.
• Software Deployment & Maintenance:
  Install, configure, update, and support Microsoft 365 applications, browsers, security tools, and business-critical software.
• Endpoint Security Support:
  Assist with malware remediation, patch management, endpoint protection monitoring, and device compliance initiatives.
• User Experience Advocacy:
  Serve as a trusted technical resource for end-users, providing clear communication and ensuring a positive support experience.
• Asset & Inventory Management:
  Maintain accurate records of deployed equipment, asset assignments, warranty information, and lifecycle status.
• Technical Documentation:
  Document troubleshooting procedures, resolutions, configurations, and support processes within the ticketing system and knowledge base.
• Escalation Coordination:
  Work closely with senior technicians and engineers to resolve advanced technical issues and ensure timely ticket resolution.

• Support Windows desktop and laptop environments, including operating system troubleshooting and performance optimization.
• Assist with Microsoft 365 user support, including Outlook configuration, One Drive synchronization, Teams functionality, and SharePoint access.
• Troubleshoot printers, scanners, docking stations, monitors, and other workplace technology.
• Assist with local networking issues, including Wi‑Fi connectivity, network jack testing, and basic switch or connectivity troubleshooting.
• Support user account administration through Active Directory, Azure AD, and Microsoft 365 environments.
• Assist with workstation patching, updates, and endpoint management initiatives.

• Maintain detailed and accurate ticket notes, ensuring all work is properly documented.
• Contribute to the development and improvement of Standard Operating Procedures (SOPs) and technical documentation.
• Identify recurring technical issues and collaborate with the team to develop long‑term solutions.
• Participate in technology rollouts, hardware refresh projects, and organizational IT initiatives.
• Support continuous improvement efforts that enhance technical efficiency, security, and user satisfaction.

• The "Problem Solver" Mindset:
  You enjoy diagnosing issues, investigating root causes, and delivering solutions that prevent recurring problems.
• Technical Support
  
  Experience:
  
  1–3 years of experience in desktop support, help desk, technical support, or a related IT role.
• Customer Service Focus:
  You understand that every technical problem affects productivity and approach users with patience, professionalism, and empathy.
• Attention to Detail:
  You maintain accurate documentation, follow established processes, and…