Desktop Technician

# Desktop Technician Apply
** Job#: 3051709
***
* Job Description:

** Job Summary As a Desktop Support Technician, you will provide Tier 2 hardware and software support, including technical troubleshooting, in-depth analysis, and problem-solving, with the goal of resolving customer issues quickly and efficiently.

Essential Functions
· Provide second-tier technical support by resolving incidents involving end-user computing and desktop-based software, including the configuration, installation, and troubleshooting of computer hardware and software.
· Serve as an escalation point for Service Desk staff and provide in-depth analysis and problem-solving for issues other technicians cannot resolve.
· Collaborate with customers across all locations regarding timely problem resolution, training needs, and issue disposition.
· Evaluate, test, and deploy hardware and software for project and non-project requests, supporting both short- and long-term solutions.
· Image, configure, set up, and support company laptops, desktops, tablets, thin clients, and other required devices.
· Troubleshoot connectivity issues involving LAN, Wi-Fi, Bluetooth, air cards, VPN connections, printers, and serial communications.
· Perform troubleshooting, diagnosis, installation, configuration, and preventive maintenance for computer hardware and software, printers, and audio/visual equipment.
· Respond to incidents involving computers and related hardware, applying troubleshooting principles to diagnose hardware, software, and user issues.
· Provide status and completion updates to supervisors and users by voicemail, email, or in person, and maintain incident records in the ticket tracking system.
· Manage employee onboarding and transfer processes by setting up and maintaining accounts and deploying hardware as needed.
· Assist with maintaining the asset inventory.
· Serve as a technical resource on project teams.
· Work independently on projects, tasks, or system outages through resolution.
· Document resolved issues and create knowledge documentation to support trend analysis and training initiatives.
· Identify improvement opportunities and recommend solutions that enhance service.
· Help manage vendor and business partner adherence to service-level agreements while maintaining high service quality.

Required for All Jobs
· Regular attendance is required.
· This is not an all-inclusive list of job requirements or duties and may not include every mental and physical capability necessary to perform the job in all circumstances. Operational, safety, and other business needs may require the employee to perform additional duties as assigned. Employees must be able to perform all such duties and tasks.

Qualifications
· College degree in computer science, information systems, or a related field with coursework in network management, software and hardware support, or business operations; or an equivalent combination of education and experience.
· Minimum of three years of technical experience in a help desk, technical support, or desktop support environment.
· In-depth knowledge of troubleshooting computer systems, Microsoft Windows, Microsoft Office, networking, printers, file sharing, Citrix, and virtual desktop infrastructure.
· Strong customer-facing experience and the ability to provide support under tight deadlines.
· Ability to analyze issues, identify problems, and implement resolutions that improve customer satisfaction.
· Ability to handle conflict and urgent situations effectively while maintaining positive customer relationships.
· Preferred certifications include CompTIA A+, CompTIA Network+, Microsoft Certified Professional, or similar credentials.
· Experience with Active Directory, Jira Service Management, SCCM, Citrix Director, Air…