Desktop Support Technician

Responsibilities

• Serve as a primary point of contact for employees requiring desktop and technology support, delivering a high-quality customer experience from initial request through resolution.
• Troubleshoot and resolve a wide range of hardware, software, access, and application issues across Windows and macOS environments.
• Support enterprise technologies including Microsoft 365, Azure Active Directory, Exchange, VPN solutions, communication platforms, and other business-critical applications.
• Communicate technical concepts clearly to both technical and non-technical users while setting expectations and providing timely updates.
• Independently investigate, diagnose, and resolve complex technical issues while maintaining accurate and thorough documentation.
• Identify recurring issues and partner with team members to implement scalable solutions that improve the employee experience.
• Balance multiple priorities while effectively managing support requests and ensuring timely follow-up and resolution.
• Escalate issues appropriately when additional expertise, elevated permissions, or broader system changes are required.
• Build trust and strong relationships with employees through professionalism, responsiveness, and a solutions-oriented mindset.
• Deliver a positive support experience by maintaining composure in high-pressure situations and effectively addressing user concerns.
• Partner closely with colleagues across IT and the business to ensure seamless support and service delivery.
• Create and maintain knowledge base articles, troubleshooting guides, and process documentation to improve team efficiency and knowledge sharing.
• Identify opportunities to streamline support processes through automation, standardization, and improved workflows.
• Participate in projects and initiatives that enhance the technology experience for employees across the organization.
• Share technical knowledge and best practices with teammates.
• Assist in onboarding and supporting junior team members by providing guidance on troubleshooting techniques and support processes.
• Contribute to a collaborative team environment focused on continuous learning and operational excellence.

• 1+ years of IT support experience
• Demonstrated proficiency in Service Now (or equivalent ticketing system)
• Microsoft 365 administration
• Azure AD (user-level administration)
• Windows and MacOS troubleshooting
• Strong written and verbal communication skills
• Demonstrated ability to independently manage workload.

Proficient in troubleshooting and resolving hardware and software issues in Windows and macOS environments, with a strong focus on customer service and effective communication. Experienced in supporting enterprise technologies such as Microsoft 365 and Azure Active Directory while maintaining documentation and improving support processes.