Desktop Support Technician

Overview

Position Overview Location: Onsite - Wilmington, DE

We are seeking a motivated and customer-focused Desktop Support Technician with 1-3 years of field experience to provide hands-on technical support to end users. This role is fully onsite and requires strong troubleshooting capabilities, excellent communication skills, and a service-oriented mindset. The ideal candidate will have experience supporting enterprise hardware and software environments and the ability to effectively assist both technical and non-technical users.

• Provide technical assistance and support for hardware, software, and system-related issues.

• Deliver hands-on support to business and technical users in an onsite environment.

• Diagnose and resolve desktop, laptop, and peripheral issues.

• Troubleshoot and determine root cause of hardware, software, or system problems.

• Serve as a primary contact for Level 1 support requests and escalate issues as appropriate.

• Respond to service tickets using established call-tracking systems.

• Guide users through diagnostic procedures via phone or in-person support.

• Document incidents, resolutions, and troubleshooting steps in Service Now or similar ticketing systems.

• Maintain compliance with organizational quality and customer service standards.

• Collaborate effectively within a team environment to ensure timely resolution of technical issues.

• Stay current with evolving technologies through independent research and industry resources.

Hardware:

• Dell laptops and desktops

Software & Systems:

• Microsoft Office 365

• Adobe Acrobat

• Service Now

• Windows operating systems

• 1-3 years of relevant field support or desktop support experience.

• Strong technical troubleshooting skills across hardware and software platforms.

• Experience with call-tracking or ticketing systems.

• Solid understanding of Windows operating systems and Microsoft O365.

• Excellent verbal and written communication skills.

• Demonstrated customer service orientation.

• Ability to support both technical and non-technical users effectively.

• Ability to work independently and as part of a team.

• Strong organizational skills and ability to complete assigned tasks efficiently.

• Experience in enterprise IT environments.

• Familiarity with IT service management frameworks or best practices.

This position is fully onsite and requires candidates to live within commuting distance of Wilmington, Delaware.