Desktop Support

We are seeking a skilled Desktop Support / Field Services Technician to provide hands‑on technical support for end‑user computing devices, collaboration tools, and IT infrastructure across multiple locations. The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting Windows, macOS, mobile devices, and enterprise productivity tools.

This role involves desktop support, hardware break‑fix, conference room support, asset management, incident management, and white‑glove executive support in a fast‑paced enterprise environment.

• Provide onsite support for desktops, laptops, printers, mobile devices, and peripherals
• Diagnose and resolve hardware, software, and network connectivity issues
• Perform installations, upgrades, imaging, and device configurations
• Support conference room technology and audiovisual equipment
• Execute hardware repairs and break‑fix activities

• Respond to incidents and service requests within SLA timelines
• Deliver white‑glove support for executive and VIP users
• Assist with onboarding, device setup, and user transitions
• Communicate technical issues clearly to non‑technical users
  
  Ensure high‑quality customer experience and timely issue resolution

• Track IT assets and maintain accurate inventory records
• Perform asset tagging and CMDB updates in Service Now
• Coordinate equipment deployment, refreshes, and decommissioning
• Manage staging and imaging activities for new devices

• Log and resolve incidents using Service Now or similar ITSM tools
• Escalate complex issues to higher‑level support teams
• Follow SOPs, knowledge base articles, and operational procedures
• Document troubleshooting steps and technical solutions

• Coordinate with vendors, remote teams, and internal IT groups
• Support IT rollouts, migrations, and special projects
• Participate in disaster recovery and business continuity support
• Perform proactive site walks and equipment health checks

• Associate degree in IT, Computer Science, or equivalent experience
• 2+ years of desktop support or field services experience
• Experience supporting Windows 10/11 and macOS environments
• Knowledge of iOS and Android mobile device support
• Experience with Microsoft 365 applications including Outlook, Teams, One Drive, and Share Point
• Understanding of Active Directory, DNS, DHCP, and network troubleshooting
• Experience with Service Now or similar ITSM platforms
• Familiarity with MDM tools such as Intune or Air Watch
• Strong hardware troubleshooting and repair skills

• Experience with executive/VIP support
• Knowledge of cybersecurity best practices
• Experience with AV/conference room support
• Familiarity with asset lifecycle management
• Exposure to enterprise IT environments and multi‑site support