Desktop Support Technician

Responsibilities:

• Coordinate desktop changes and deployments to avoid scheduling conflicts and ensure smooth rollouts.
• Prepare and prioritize change requests and develop rollout plans.
• Manage and track implementation of desktop changes to ensure timely completion.
• Participate in incident handling related to desktop changes and deployments.
• Support large-scale desktop projects such as antivirus rollouts and system upgrades.
• Provide phone-based and remote technical support to end users.
• Troubleshoot hardware, software, and network-related issues across desktops, laptops, and peripherals.
• Support Windows-based environments including desktop and server systems.
• Manage user accounts and permissions using Active Directory.
• Utilize ITSM tools to log, track, and resolve incidents and service requests.
• Support remote connectivity tools and VPN access for end users.
• Maintain documentation for incidents, resolutions, and processes.
• Ensure high-quality customer service and timely issue resolution.

Required Skills And Experience:

• 2 3+ years of experience in service desk, desktop support, or technical support roles.
• Strong experience in phone support or technical call center environments.
• Proficiency with Windows operating systems and Microsoft Office Suite.
• Knowledge of Active Directory and Exchange environments.
• Experience with ITSM tools such as Remedy, HP Service Center, or similar.
• Familiarity with remote desktop tools (e.g., Bomgar, WebEx, SMS).
• Ability to troubleshoot hardware, software, and network issues.
• Experience supporting desktops, laptops, printers, and mobile devices.
• Understanding of VPN and remote access technologies.
• Strong analytical and systematic problem-solving skills.

Preferred Qualifications:

• Bachelor s degree or equivalent education (B.Sc., Diploma, or higher).
• Certifications such as MCP, MCSE, MCSA, or Apple certifications.
• Knowledge of ITIL frameworks (Service Desk, Incident, Problem, and Change Management).
• Experience with MAC OS environments and mobile device support.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to handle high-pressure and unforeseen situations effectively.
• Detail-oriented with strong documentation skills.
• Team player with the ability to collaborate in a fast-paced environment.
• Self-motivated with a commitment to continuous learning and improvement.