Desktop / Field Support Technician

Responsibilities:

• Provide deskside, OSS, and field support services for desktop PCs, laptops, tablets, smartphones, desk telephony, AV equipment, comms room devices, cabling, and related technologies.
• Deliver high levels of customer service and maintain strong verbal and written communication with end users.
• Install, configure, test, and support computer systems, peripherals, and software within established standards and guidelines.
• Diagnose and resolve hardware, software, operating system, and connectivity issues for end-user devices.
• Perform troubleshooting, repair, setup, and documentation of technical support incidents.
• Support devices including desktop PCs, micro PCs, thin clients, laptops, tablets, smartphones, printers, MFDs, and basic network connectivity components.
• Provide second-line IT support while ensuring compliance with service level agreements (SLAs).
• Manage and update customer support tickets through ticketing systems, ensuring timely communication and issue resolution.
• Perform OS imaging, reimaging, software installations, and system administration activities.
• Support infrastructure administration functions and provide onsite support coverage as required.
• Provide technical support for video conferencing and AV equipment.
• Support remote office locations when needed.
• Maintain accurate asset inventory records and assist with equipment moves following health and safety guidelines.
• Provide end-user training and guidance on hardware and software usage.
• Recommend and implement hardware and software upgrades when appropriate.
• Work collaboratively in both BAU and project-based environments.
• Perform additional duties as assigned.

Required Skills:

• Strong experience supporting desktops, laptops, printers, handheld devices, smartphones, and related IT infrastructure.
• Proficiency with Microsoft Windows 11 and legacy Windows operating systems.
• Experience supporting Office 365, Microsoft Teams, Google applications, and ServiceNow.
• Administration experience with Azure, Intune, and Microsoft Active Directory including user/group management and policy administration.
• Knowledge of LAN technologies and basic networking hardware.
• Ability to support and troubleshoot video conferencing technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work independently and manage multiple support requests effectively.