Desktop Support Technician

Job Description

• Provide Tier 1 and Tier 2 technical support to end-users for hardware, software, operating systems, and network issues.
• Install, configure, and troubleshoot desktops, laptops, printers, and peripheral devices.
• Support Microsoft Windows, macOS, and Office 365 environments.
• Manage user accounts, permissions, and access controls via Active Directory and related tools.
• Perform routine maintenance, upgrades, and patching on desktops and laptops.
• Troubleshoot connectivity issues related to LAN, WLAN, VPN, and remote access.
• Assist in setup and configuration of video conferencing tools and collaboration platforms (Zoom, Teams, WebEx).
• Maintain accurate documentation of incidents, resolutions, and asset inventory.
• Escalate complex issues to higher-level support teams when necessary.
• Provide excellent customer service, ensuring minimal downtime and user satisfaction.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 3 5 years of proven experience in desktop or IT support roles.
• Strong knowledge of Microsoft Windows OS, Office 365, and common business applications.
• Hands-on experience with Active Directory, DNS, DHCP, and basic networking.
• Familiarity with ticketing systems (ServiceNow, Jira, or equivalent).
• Knowledge of mobile device management (MDM) solutions is a plus.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Relevant certifications (CompTIA A+, Network+, Microsoft MCSA, ITIL Foundation) preferred.