Desktop Support Technician

Job Summary

The Desktop Support role ensures proper computer operation so end users can accomplish business tasks. Responsibilities include setting up new Windows computer systems, receiving, prioritizing, documenting, and resolving end user help requests. Problem resolution may involve diagnostic tools, help request tracking, and in-person hands‑on help at the desktop level.

$20 per hour

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Maintain par levels for IT equipment and supplies and notify management when ordering is needed.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Assist end users with familiarity with corporate Intune/autopilot process.

• High School Diploma or equivalent (preferred).
• Minimum of 1 year of hands‑on experience in Desktop Support.
• CompTIA A+ certification.

• Experience with Windows 10, Android, iOS and Microsoft Intune/Autopilot.
• Experience supporting Windows 10, Microsoft 365, VOIP telephone systems, ERP systems, desktop hardware.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment.

This position does not have any direct supervisory responsibilities.

The role is primarily based on an indoor, office environment. The position involves working at a desk and using standard office equipment such as computers, monitors, and phones. Occasional movement within the office or to other on‑site locations may be required to provide technical support. The work environment is generally climate‑controlled with standard lighting and minimal exposure to outdoor conditions.

• Frequently require sitting, standing, walking, bending, stooping, reaching, using hands to finger, handle, or feel (including repetitive motions for keyboard/mouse use), talking, and hearing.
• Regularly require lifting, carrying, pushing, or pulling objects up 20‑25 pounds (e.g., monitors, printers, laptops, and peripherals).
• Occasionally required to lift, carry, push or pull up to 50 pounds (e.g., heavier computer equipment or boxes), with or without assistance.
• Dexterity of hands and fingers to operate computers, tools, and small hardware components.
• Specific…