Desktop Support Technician

Position Summary

The Desktop Support Technician provides onsite and remote technical support to end users, ensuring the reliable operation of desktop systems, mobile devices, business applications, and IT infrastructure. This role is responsible for troubleshooting hardware and software issues, supporting enterprise technologies, and delivering exceptional customer service while minimizing downtime for employees.

The ideal candidate will have hands‑on experience supporting Windows environments, Microsoft 365 applications, endpoint management tools, and enterprise systems, including ERP platforms.

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, and peripheral equipment.
• Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely manner.
• Deliver onsite and remote support to employees across multiple locations.
• Assist users with application installations, configuration, updates, and troubleshooting.

• Support and troubleshoot Windows 10 and Windows 11 operating systems.
• Install, configure, and maintain Microsoft Office 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Troubleshoot email, collaboration, and productivity tool issues.
• Perform operating system updates, software deployments, and patch management activities.

• Create, modify, and maintain user accounts, security groups, and permissions within Active Directory.
• Support endpoint management and device enrollment using Microsoft Intune.
• Assist with workstation provisioning, imaging, deployment, and lifecycle management.
• Ensure devices comply with company security and configuration standards.

• Provide front‑line support for ERP systems and related business applications.
• Troubleshoot user access, performance, and functionality issues within enterprise applications.
• Collaborate with business stakeholders and application teams to resolve system‑related problems.

• Troubleshoot basic network connectivity issues, including TCP/IP, DNS, DHCP, and Wi‑Fi‑related problems.
• Support Windows Server environments by assisting with basic administration and user‑related requests.
• Escalate complex infrastructure issues to appropriate IT teams while maintaining ownership of incidents.

• Configure, install, and support desktop computers, laptops, printers, scanners, and other peripheral devices.
• Perform hardware upgrades, repairs, replacements, and asset management activities.
• Coordinate warranty repairs and vendor support when necessary.

• Support antivirus and endpoint protection solutions across the organization.
• Assist with device security, access management, and compliance initiatives.
• Follow established IT policies, procedures, and security standards.
• Document troubleshooting steps, resolutions, and technical procedures within the ticketing system.

• 2+ years of experience in Desktop Support, Technical Support, Help Desk, or a related IT support role.
• Experience supporting ERP systems within a corporate environment.
• Strong hands‑on troubleshooting experience with desktop hardware, software, and operating systems.
• Excellent customer service, communication, and problem‑solving skills.
• Ability to prioritize and manage multiple support requests in a fast‑paced environment.
• Experience supporting both onsite and remote users.

• ERP application support
• Windows 10 and Windows 11 administration and troubleshooting
• Microsoft Office 365 support
• Active Directory user and group administration
• Microsoft Intune device management
• Windows Server environments
• Basic networking concepts including TCP/IP, DNS, DHCP, and Wi‑Fi
• Printer and peripheral device support
• Antivirus and endpoint protection solutions
• Mobile device support (iOS and Android)
• Remote support tools and ticketing systems

• Associate’s or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience working in an enterprise desktop support environment.
• Knowledge of…