Desktop Support Technician

Company Overview

Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world.

Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

We are looking for a Desktop Support Technician to join our team in McHenry, IL. This is a hands‑on, hybrid role for someone early in their IT career who is eager to learn, grow, and build a strong foundation in end‑user support. The person in this role will support employees across in‑office, remote, and global environments, helping with hardware, software, SaaS applications, account access, device setup, troubleshooting, and day‑to‑day technical issues.

We are looking for someone who enjoys helping people, likes solving problems, and wants to keep building their technical skills. This role also requires someone who is comfortable supporting AI tools used across the business and has experience in using AI to work more efficiently, solve problems faster, and improve the support experience. The right candidate brings a strong work ethic, a service‑first mindset, curiosity, and the ability to grow in a fast‑moving environment.

• Provide day‑to‑day desktop and end‑user support for employees across in‑office, remote, and global environments
• Install, configure, test, maintain, and troubleshoot laptops, monitors, mobile devices, printers, peripherals, operating systems, and other end‑user technology
• Research and resolve hardware, software, operating system, network, audio/video, and application issues in a timely and accurate manner
• Support SaaS applications, user accounts, permissions, password resets, and onboarding/offboarding tasks
• Assess needs for new tools, functions, and software applications, and recommend improvements to existing systems and workflows
• Help support collaboration, productivity, and AI tools used across the organization, including basic troubleshooting and user adoption support for approved AI tools and workflows
• Use AI tools appropriately in daily work to improve troubleshooting, research, documentation, knowledge sharing, and issue resolution
• Create and maintain clear documentation for applications, configurations, support processes, issue resolution, and knowledge articles
• Prepare reports, instructions, and user‑facing documentation as needed to support consistent operations and end‑user understanding
• Serve as a liaison between employees and vendors by helping coordinate installations, issue resolution, and follow‑up
• Help ensure employees understand company policies and best practices related to the use of computers, networks, internet access, and business systems
• Partner with internal teams to improve the employee support experience, maintain asset tracking and device standards, and elevate more complex issues when needed while keeping stakeholders informed
• Other duties as assigned

• 2–4 years of experience in desktop support, technical support, help desk, or a similar IT support role
• CompTIA A+ and/or Network+ certification strongly preferred
• Strong customer service mindset with a helpful, professional, and responsive approach
• Experience supporting users in a SaaS‑based environment
• Experience working with remote, distributed, and global teams
• Working knowledge of Windows and common desktop productivity tools
• Comfort troubleshooting a wide range of end‑user technology issues
• Familiarity with identity and access tools, endpoint management, ticketing systems, and common collaboration platforms
• Exposure to AI‑enabled workplace tools or experience helping users adopt new technology
• Strong communication skills and the…