Desktop Support Technician

Overview

The Desktop Support Technician (DST) is a hands-on IT role responsible for delivering reliable, responsive technical support to Inertia employees while assisting with the administration and operation of core corporate IT systems. The position is approximately 75% end-user support and 25% systems administration and back-end support, with additional opportunities to contribute to IT projects and strategic initiatives.

The DST will serve as a key point of contact for day-to-day IT needs and will play an important role in ensuring employees have the technology, access, and support they need to be productive.

What You’ll Get to Do

• Manage and prioritize support requests through Fresh service.
• Troubleshoot hardware, software, Windows/macOS, network, peripheral, and access issues.
• Provide hands-on support for laptops, desktops, mobile devices, and office technology.
• Document resolutions, identify recurring issues, and improve support processes and knowledge resources.
• Support conference rooms, AV equipment, and video conferencing platforms.

• Configure, deploy, and recover employee computers and other IT equipment.
• Provision and deprovision user accounts, applications, permissions, and system access.
• Conduct hands-on device handoff and provide new employees with technology orientation and training.
• Maintain accurate records of assigned devices, equipment, accounts, and software access.
• Continuously improve onboarding and offboarding processes through documentation and automation.

• Support the administration, configuration, and ongoing operation of corporate IT platforms, including:
  • Fresh service – IT service management and ticketing
  • Microsoft Intune – Windows endpoint and device management
  • Jamf – Apple endpoint and device management
  • Okta – Identity and access management
  • Microsoft 365
  • Apple Business Manager
  • Google Workspace

• Support infrastructure, security, endpoint, collaboration, and business systems projects, including evaluating, testing, and deploying new technologies.
• Leverage AI, automation, and scripting to streamline repetitive IT workflows such as onboarding/off boarding, provisioning, device management, ticket triage, troubleshooting, and documentation.
• Identify opportunities to reduce manual work, improve reliability, and enhance the employee technology experience while following security, privacy, and responsible AI practices.
• Develop and maintain SOPs, technical documentation, knowledge-base content, and end-user guides.

• 5+ years of experience providing desktop, help desk, or end-user IT support in a professional environment.
• Strong working knowledge of Windows and macOS operating systems, hardware, peripherals, and common business applications.
• Working knowledge of networking, cloud technologies, cybersecurity, and compliance frameworks.
• Experience supporting AV, conference room, video conferencing, and collaboration technologies.
• Familiarity with identity and access management (IAM), endpoint management/MDM, SaaS administration, and IT service management (ITSM).
• Familiarity with AI tools, automation, and scripting, with an interest in applying emerging technologies to improve IT operations.
• Strong troubleshooting and analytical skills, with the ability to diagnose and resolve technical issues methodically and independently.
• Excellent interpersonal and communication skills, with the ability to effectively support users across a range of technical proficiency levels.
• Strong organizational skills and attention to detail, particularly when managing employee access, equipment, assets, and onboarding/offboarding activities.
• Ability to prioritize competing requests and responsibilities in a fast-paced, rapidly evolving environment.
• Demonstrated initiative, curiosity, and a willingness to learn new technologies and take on increasing levels of technical responsibility.

Bonus Points

• Experience specifically in operationalizing compliance frameworks for Export Controlled and Controlled Unclassified Information

• The base salary range for this role is $70,000…