IT Support Desk

Position: IT Support Desk I
SUMMARY:

The IT support specialist is an important part of our it team and serves as the first point of contact for employees needing technology support. This role is responsible for troubleshooting and resolving day-to-day technical issues involving computers, applications, connectivity, and system access while providing a responsive, professional, and user-focused support experience.

We’re looking for someone with hands-on IT support experience who is comfortable troubleshooting common technical issues, supporting users, and working within established it processes. The ideal candidate is a problem-solver who enjoys helping people, takes pride in providing excellent customer service, and is motivated to continue developing their technical skills.

At Boyett, we value practical experience, demonstrated ability, reliability, and a willingness to learn. A degree or certification can be a plus, but we believe career growth is driven by the skills you bring to the role, the results you deliver, and your commitment to continued growth.

Duties and Responsibilities Technical Support & Incident Management Respond to help desk tickets via phone, email, chat, and in-person walk-ups Troubleshoot and resolve standard hardware, software, and peripheral issues

Perform password resets, MFA re-enrollments, and basic Active Directory updates

Support standard desktop and laptop configurations (Windows 10/11)
Provide basic support for Microsoft 365 applications (Outlook, Word, Teams, Excel, One Drive)
Escalate unresolved or advanced issues to Tier II staff per escalation procedures

Document all incidents and resolution steps clearly in the ITSM system

Onboarding, Set Up & Configuration Set up workstations and peripherals for new hires (laptops, monitors, docking stations)
Image devices using company deployment tools (e.g., Intune, Autopilot, or SCCM)
Assist with email setup, VPN access, and software provisioning for new users

Perform hardware swaps, reassignments, and routine equipment check-in/check-out Asset Tracking Tag, assign, and track IT assets in the inventory management system

Maintain stock levels of basic peripherals and consumables (mice, cables, adapters)
Ensure returned equipment is wiped, reimaged, and ready for reassignment

Support endpoint patch compliance by verifying device updates and reporting exceptions

Team Contribution & Process Participate in team standups, documentation reviews, and knowledge base updates

Request clarification when procedures are unclear and contribute suggestions for improvement

Cross-train with peers to build fluency across support areas (e.g., printer setup, mobile device config)
Maintain workspace cleanliness, professionalism, and security

Minimum Qualifications High school diploma or GED required2 years of IT support, desktop support, or technical customer service experience

Foundational knowledge of Windows OS and Office 365 suite

Familiarity with Active Directory, MFA, and VPN concepts preferred

Experience with IT ticketing systems (e.g., Service Now, Manage Engine, Connect Wise)
Valid driver’s license and ability to travel between local sites as needed

Bachelor’s degree is welcome, but not a substitute for applied technical capability

Preferred Qualifications

CompTIA A+ or Microsoft 365 Fundamentals certification

Familiarity with remote support tools such as Quick Assist, RDP, or Any Desk Exposure  to endpoint deployment tools such as Autopilot or Intune Knowledge of ITIL basic practices or support operations models