Desktop Support Technician

Description Overview

We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.

• Provide timely support for hardware and software issues for both Windows and Mac environments
• Troubleshoot remotely using VNC and KVM switch
• Reimage systems, install OS and standard software (onsite and remote)
• Coordinate warranty support with Dell and schedule onsite service when needed
• Resolve common technical issues, including:
• Network connectivity
• System crashes/blue screens
• Printing problems
• Virus removal
• Basic administration and troubleshooting of:
• DHCP / DNS
• Active Directory
• VPN and remote access tools
• Windows domain account issues
• Wireless connectivity and hotspots
• Collaborate with the network team on basic troubleshooting tasks
• Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
• Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures

• Deliver prompt and courteous user support via:
• Wolken ticketing system (incident resolution and device lifecycle tasks)
• Google Chat and Gmail (Outlook familiarity is a plus)
• Zoom Calling and Zoom video conferencing
• Maintain a positive user experience with clear communication and professionalism

• Maintain accurate records of hardware assets
• Ensure timely deployment, collection, and tracking of end-user devices

• Assist with software and process testing and validation
• Create clear, user-friendly technical documentation
• Provide 1:1 or group technical training (remote or in-person)
• Support office signage placement and daily ticket review/assignment tasks
• May require occasional travel to other office locations

• Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch)
• No weekend or after-hours support expected (exceptions for special projects)
• Benefits include:
• Paid holidays, vacation, and sick leave
• 401(k) plan
• Medical, dental, and vision insurance
• Structured onboarding and training
• Modern work spaces and innovative technology
• Supportive, team-oriented culture with strong work-life balance

This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it.

• Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions.

• 1–2+ years in a desktop support or corporate helpdesk environment preferred
• Technically inclined and eager to learn new tools and platforms
• Clear and concise communicator with the ability to explain technical concepts to non-technical users
• Familiar with Windows 10/11;
  Mac OS experience is a plus
• Skilled in teamwork and conflict resolution in a professional setting
• Self-starter with strong follow-through and attention to process
• Able to work independently while following team procedures and protocols