Desktop support technician

Job Brief

Job Role – Desktop Support Technician

Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Desktop Support Engineer provides break‑fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, and be able to provide support and apply desktop fault resolution for the approved application suite.

Ideal candidate should have 2–3 years’ experience in Windows Desktop support.

• Provide first/second level contact and problem resolution for customer issues.
• Work with third‑party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber and other authorized desktop applications.
• Have basic knowledge of Mac OS to support Apple PC users.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops and printers.
• Perform remedial repairs on desktops, laptops, printers and authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Have broad experience of IT with basic understanding of networks, servers, audio/visual, smart devices and telecoms.
• Work in a project‑based environment requiring flexibility and teamwork.
• Perform other duties as assigned.

• Minimum of 18 months of IT experience.
• Bachelor’s degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Experience with Windows 7–10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti‑virus solutions, and helpdesk ticketing systems.
• Experience with mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem‑solving skills.
• Proven ability to multi‑task, effectively determine priorities and meet SLAs.
• Excellent communication, relationship‑building and internal customer service skills.
• Adaptable and flexible in a fast‑changing industry and work environment.
• Will be willing to work off‑hours and weekends when required for projects or emergency support.