Job Description

Department : Information Technology. Reports To: IT Manager. Job Overview: The IT Desktop Support Technician is responsible for providing first and second-level technical support to end users across the organization. This includes installing, maintaining, and troubleshooting hardware, software, and network issues. The ideal candidate will possess strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced environment. The technician serves as a key point of contact for IT-related incidents, ensuring users are supported effectively and efficiently. Key Responsibilities: Provide desktop support for Windows and Mac systems, including laptops, desktops, printers, and mobile devices. Respond to service requests and incidents via ticketing system, email, phone, and in-person. Install, configure, and upgrade operating systems and software. Troubleshoot hardware and software issues, resolving them or escalating to higher-level IT staff when necessary. Maintain inventory of IT equipment, manage asset tracking, and document support activities. Assist in maintaining user accounts, permissions, and access rights in Active Directory and other systems. Support video conferencing tools, network connectivity, and remote access/VPN issues. Provide new hire onboarding IT setup and user training as needed. Ensure compliance with IT policies and procedures, including security standards. Collaborate with other IT team members on projects, rollouts, and systems upgrades. Monitor and maintain endpoint protection software and updates. Maintain strong communication with internal users, documenting resolutions and recurring issues for continuous improvement. Required Skills and Qualifications: Associate degree in Information Technology, Computer Science, or related field (or equivalent experience). 2+ years of experience in a desktop support or help desk role. Proficiency with Windows 10/11 and macOS operating systems. Solid understanding of Microsoft Office 365, Teams, and OneDrive. Experience with Active Directory, user provisioning, and group policy. Knowledge of basic networking concepts (IP, DNS, DHCP, VPN). Ability to diagnose and repair hardware/software issues independently. Strong organizational, communication, and customer service skills. Ability to prioritize multiple tasks and work with minimal supervision. Familiarity with remote desktop tools and ticketing systems (e.g., Jira, ServiceNow, or Zendesk). Preferred Skills and Qualifications: Bachelor’s degree in IT-related field. Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent. Experience supporting cloud environments such as Microsoft Azure or Google Workspace. Experience supporting VoIP systems. Familiarity with MDM tools (Intune, JAMF, etc.). Exposure to scripting (PowerShell, Bash) for automation. Experience in a multi-site or remote work environment. #J-18808-Ljbffr Wisemen Multimedia

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