Hardware Technician​/Desktop Support Technician

Job Description

Job Description

Department:
Information Technology | FLSA Classification:
Non-Exempt |

Employment Type:

Full-Time

The Hardware Technician / Desktop Support Technician provides hands‑on technical support for end users by installing, configuring, troubleshooting, and maintaining desktop and laptop hardware, printers, peripherals, and related devices. This role also supports Windows, macOS, Microsoft 365, and enterprise applications while ensuring timely resolution of incidents and service requests through the IT ticketing system. The position requires a strong focus on hardware repair and maintenance, along with solid desktop support skills, excellent customer service, and the ability to work efficiently in a fast‑paced environment.

Primary duties are listed below.

This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

• Provide first- and second-level technical support to end users for hardware, software, and application issues via phone, remote tools, and on‑site support.
• Install, configure, troubleshoot, and repair desktops, laptops, monitors, docks, printers, scanners, and other peripheral devices.
• Perform hardware diagnostics, replacement of defective components, and routine preventive maintenance on end‑user devices.
• Log, track, and update incidents and service requests in the IT ticketing system with accurate documentation and timely follow‑up.
• Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11 operating systems.
• Provide support for macOS devices and Apple hardware in the enterprise environment.
• Install and support Microsoft Office 365 and other approved enterprise applications.
• Assist with imaging, provisioning, deployment, and refresh of desktop and laptop systems.
• Support mobile device management for iOS and Android devices as required.
• Troubleshoot connectivity issues related to workstations, printers, and user devices.
• Coordinate with vendors for hardware warranty repairs, replacements, and escalation of complex technical issues.
• Support AV equipment, smart devices, and telecommunication devices as needed.
• Communicate clearly with end users regarding issue status, resolution, and next steps.
• Maintain inventory records for hardware assets, replacement parts, and peripherals.
• Perform other duties as assigned by management in support of departmental and organizational objectives.

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education, training, and directly related work experience. Experience
• Minimum of 18 months of hands‑on experience in desktop support, hardware support, help desk, or IT support.
• Demonstrated experience troubleshooting and repairing desktop and laptop hardware.
• Experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

• CompTIA A+ certification or equivalent.
• Microsoft certifications such as Microsoft 365 Fundamentals or MCP.
• Any hardware support or device management certification is a plus..

• Strong knowledge of desktop, laptop, printer, and peripheral hardware installation, configuration, and troubleshooting.
• Proficiency in Windows operating systems, Microsoft Office 365, Active Directory, and Group Policy Objects.
• Familiarity with macOS support and Apple device troubleshooting.
• Experience with helpdesk ticketing systems and IT service management practices.
• Ability to diagnose and repair hardware failures, including memory, storage, battery, motherboard, display, and docking issues.
• Knowledge of endpoint protection, device encryption, and mobile device management platforms.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities and meet service-level expectations.
• Excellent verbal and written communication skills.
• Strong customer service orientation and professionalism.
• Ability to work independently and collaboratively in a team environment.
• Willingness to work outside standard business hours, including evenings or weekends, when required.

• Regularly required to sit, stand, walk, and use hands to operate standard office equipment.
• Frequently required to lift and/or move IT equipment weighing