Desktop Support Technician Level 1

Desktop Support Technician Level 1

100% onsite in Lancaster, SC

Direct Hire

The IT Service Desk is the primary point of contact for all IT-related incidents and service requests. The Desktop Support Technician provides support for all employees, resolving support requests and maintaining customer satisfaction while ensuring continuous service delivery. The role operates in a fast-paced environment, handling phone, e‑mail, and in‑person requests with some supervision yet requiring initiative and sound judgment.

• Respond to and resolve new IT support requests in accordance with established SLAs and departmental goals.
• Analyze and resolve technical issues with provided hardware, software, and telephone devices in a timely and accurate manner.
• Use critical thinking and root‑cause analysis methodologies when troubleshooting and escalating issues as needed.
• Follow predefined solutions and knowledge‑base articles to resolve helpdesk incidents.
• Escalate problems to higher‑level support tiers, management, or vendors as per departmental guidelines and business requirements.
• Prepare and install new IT equipment, including desktops, laptops, telephones, and other required devices.
• Perform upgrades on various hardware and software solutions.
• Install and configure new IT equipment as required.
• Provide end‑user training for existing and planned technologies.
• Implement temporary or permanent fixes to restore service to the customer as quickly as possible, escalating incidents to other teams when defined by leadership.
• Maintain the integrity and security of the network, including remote access, password policy, file access, and intrusion prevention.
• Safeguard all aspects of the IT environment against malicious actors and common exploitation methods.
• Support home‑office and remote employees.
• Accurately record, update, and document requests using the helpdesk system.
• Use verbal and investigative methods to determine the appropriate level of support, escalating to Level II when necessary.
• Employ excellent communication skills, both verbal and non‑verbal, communicating effectively with technical and non‑technical colleagues at all organizational levels.
• Develop and maintain end‑user documentation for various software and procedures.
• Assist with and complete deliverables assigned by IT management, including ad‑hoc requests and project tasks.
• Maintain a clean and professional work environment.
• Perform other assigned duties as required to meet company objectives.
• Communicate effectively with other departments and function within a team environment.
• Effectively communicate with users through all stages of the resolution process.
• Maintain regular attendance.

• Strong interpersonal and communication skills, able to work effectively with a diverse community.
• Knowledge of networking concepts and technologies, operating system technologies, and security concepts.
• Customer‑service oriented.
• Excellent verbal, telephone, and written etiquette.
• Ability to follow instructions, work under direct or indirect supervision, and multitask.
• Effective troubleshooting and problem‑solving skills.
• Reliability and good organizational skills.
• Physical ability to lift, move, and inspect computer terminals, servers, switches, printers, and related equipment.
• Proficiency in entering and accessing information on a computer.
• Capability to sit for prolonged periods at a computer screen.
• Operational knowledge of general office equipment such as computers, copiers, and fax machines.
• Experience in office conditions and occasional visits to other department locations for data processing and communication equipment.
• Follow solutions and KB articles to resolve helpdesk incidents.

• Associate degree in computer science (BS preferred) and/or equivalent technical certification with 1–3 years of IT experience in a LAN/WAN environment.
• Industry‑recognized technical certifications such as Microsoft MCSE, Network+, Server+, or A+ preferred but not required.
• Working knowledge of network and PC operating systems, including the latest desktop OS.
• Hands‑on hardware/software troubleshooting experience.
• Ability to install, support, and troubleshoot server and PC hardware components and peripherals.
• Prior experience with a helpdesk ticketing system.
• Prior experience working with imaging software to configure and deploy computers.
• Prior experience troubleshooting multifunction printers.

Golden Technology is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.