Overview
We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.
Key Responsibilities
Technical Support
- Provide timely support for hardware and software issues for both Windows and Mac environments
- Troubleshoot remotely using VNC and KVM switch
- Reimage systems, install OS and standard software (onsite and remote)
- Coordinate warranty support with Dell and schedule onsite service when needed
- Resolve common technical issues, including:
- Network connectivity
- System crashes/blue screens
- Printing problems
- Virus removal
- Basic administration and troubleshooting of:
- DHCP / DNS
- Active Directory
- VPN and remote access tools
- Windows domain account issues
- Wireless connectivity and hotspots
- Collaborate with the network team on basic troubleshooting tasks
- Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
- Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures
Customer Service
- Deliver prompt and courteous user support via:
- Wolken ticketing system (incident resolution and device lifecycle tasks)
- Google Chat and Gmail (Outlook familiarity is a plus)
- Zoom Calling and Zoom video conferencing
- Maintain a positive user experience with clear communication and professionalism
Asset & Inventory Management
- Maintain accurate records of hardware assets
- Ensure timely deployment, collection, and tracking of end-user devices
Special Projects & Additional Duties
- Assist with software and process testing and validation
- Create clear, user-friendly technical documentation
- Provide 1:1 or group technical training (remote or in-person)
- Support office signage placement and daily ticket review/assignment tasks
- May require occasional travel to other office locations
Work Schedule & Benefits
- Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch)
- No weekend or after-hours support expected (exceptions for special projects)
- Benefits include:
- Paid holidays, vacation, and sick leave
- 401(k) plan
- Medical, dental, and vision insurance
- Structured onboarding and training
- Modern workspaces and innovative technology
- Supportive, team-oriented culture with strong work-life balance
