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.

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.

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

The base salary…