Desktop Support Technician (The Troubleshooting Pro)

Are you passionate about hands-on technical support and solving IT issues quickly? Do you enjoy helping users navigate tech challenges and ensuring they have a seamless desktop experience? If you’re ready to be the go-to person for resolving desktop issues, our client has the ideal role for you. We’re looking for a Desktop Support Technician (aka The Troubleshooting Pro) to provide frontline support, maintain user workstations, and ensure everything runs smoothly.

As a Desktop Support Technician at our client, you’ll assist users with a variety of technical issues, from hardware to software and connectivity problems. Your role will be essential in keeping users productive and systems running smoothly across the organization.

Key Responsibilities:

1. Provide Hands-On Desktop Support:
• Respond to user requests for assistance with desktops, laptops, peripherals, and other IT equipment. You’ll handle issues in person, via phone, or remotely to resolve technical problems efficiently.
2. Troubleshoot Hardware and Software Issues:
• Diagnose and fix problems with hardware components, software applications, and operating systems (Windows and macOS). You’ll resolve conflicts, errors, and other desktop-related issues.
3. Install, Configure, and Update Workstations:
• Set up new workstations, including installing software, configuring network settings, and ensuring all hardware is functional. You’ll manage updates and upgrades to keep systems current and secure.
4. Assist with User Account and Access Management:
• Support users with login issues, password resets, and access control. You’ll help maintain a secure environment by managing permissions and access levels appropriately.
5. Document Solutions and Maintain Knowledge Base:
• Document common issues, troubleshooting steps, and solutions for reference. You’ll contribute to a knowledge base that helps improve efficiency and consistency in future support requests.
6. Provide Guidance and Training to Users:
• Offer tips, training, and best practices for using desktop software and hardware. You’ll empower users to navigate common issues independently and maximize productivity.
7. Support Network Connectivity Issues:
• Troubleshoot and resolve basic network connectivity problems, such as Wi-Fi or VPN access issues. You’ll ensure users remain connected and operational.

Required Skills:

• Technical Troubleshooting Expertise: Proficiency in diagnosing and resolving hardware, software, and connectivity issues.
• Knowledge of Operating Systems: Strong familiarity with Windows and macOS environments, including configurations and common troubleshooting methods.
• Customer Service and Communication: Excellent interpersonal skills to support users in a friendly and effective manner. You’re skilled at explaining technical issues in a way that’s easy to understand.
• Basic Networking Knowledge: Understanding of basic network concepts, including IP configuration, Wi-Fi troubleshooting, and VPN support.
• Documentation and Organization: Ability to document support tickets, solutions, and common issues for reference.

Educational Requirements:

• Associate’s degree in Information Technology, Computer Science, or a related field. Equivalent experience in desktop support may be considered.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.

Experience Requirements:

• 1-3 years of experience in desktop or IT support, with a proven track record of resolving technical issues efficiently.
• Familiarity with support ticketing systems like Zendesk, Freshdesk, or ServiceNow is beneficial.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk) is a plus.

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans with low co-pays and premiums.
• Paid Time Off: Competitive vacation, sick leave, and 20 paid holidays per year.
• Work-Life Balance: Flexible work schedules and telecommuting options.
• Professional Development: Opportunities for training, certification reimbursement, and career advancement programs.
• Wellness Programs: Access to wellness programs, including gym memberships, health screenings, and mental health resources.
• Life and Disability Insurance: Life insurance and short-term/long-term disability coverage.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal and professional challenges.
• Tuition Reimbursement: Financial assistance for continuing education and professional development.
• Community Engagement: Opportunities to participate in community service and volunteer activities.
• Recognition Programs: Employee recognition programs to celebrate achievements and milestones.