Desktop Support Technician/Helpdesk Technician

Overview

$DOE
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 1 year

Skills

desktop support
Helpdesk Technician

Job Details

Job Title: Desktop Support Technician / Helpdesk Technician

Remote Role

Job Summary

We are seeking a customer-focused Desktop Support Technician / Helpdesk Technician to provide first- and second-level technical support to end users. The role involves diagnosing and resolving hardware, software, and network issues while ensuring high service levels and a positive user experience.

Key Responsibilities

  • Provide L1/L2 technical support for desktops, laptops, printers, and peripherals
  • Troubleshoot Windows OS, Microsoft 365, Outlook, and common desktop applications
  • Resolve incidents and service requests via ticketing systems (ServiceNow, Jira, Remedy, etc.)
  • Perform user account management (Active Directory, password resets, group access)
  • Support email, VPN, and basic network connectivity issues
  • Install, configure, and upgrade hardware and software
  • Provide remote and onsite support using remote access tools
  • Escalate complex issues to L3 teams with proper documentation
  • Maintain asset inventory and update support documentation
  • Ensure adherence to SLAs and ITIL best practices

Required Skills & Qualifications

  • 2+ years of experience in Desktop Support or Helpdesk Support
  • Strong knowledge of Windows 10/11, Microsoft 365, and Outlook
  • Hands-on experience with Active Directory and basic networking
  • Familiarity with ticketing tools and incident management processes
  • Basic understanding of hardware troubleshooting
  • Strong customer service and communication skills

Preferred Qualifications

  • Experience supporting Mac OS and mobile devices (iOS/Android)
  • Knowledge of ITIL processes
  • Experience with remote support tools (AnyDesk, Bomgar, TeamViewer)
  • Certifications such as CompTIA A+, ITIL Foundation

Soft Skills

  • Excellent problem-solving and analytical abilities
  • Strong interpersonal and communication skills
  • Ability to multitask in a fast-paced support environment
  • Customer-first mindset with attention to detail

Tools & Technologies

  • Windows OS, Microsoft 365
  • Active Directory
  • Ticketing Systems
  • Remote Support Tools

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.