Desktop Support Technician

• The Desktop Support Technician is responsible for providing end-user computing support, troubleshooting hardware and software issues, and managing Install, Move, Add, Change, and Dispose (IMACD) activities.
• The role involves supporting desktop and mobile devices, printers, conferencing equipment, and related IT infrastructure while ensuring minimal disruption to business operations and maintaining high levels of customer satisfaction.

Requirement/Must Have:

• Minimum 3 years of desktop support or end-user computing support experience.
• Hands-on experience performing IMACD (Install, Move, Add, Change, Dispose) activities.
• Experience troubleshooting desktops, laptops, tablets, printers, and mobile devices.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Experience with ticketing systems such as ServiceNow.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to coordinate and manage multiple support requests and projects simultaneously.

Experience:

• Experience supporting desktop, laptop, and tablet devices.
• Experience supporting network and desktop printers.
• Experience supporting smartphones, desk phones, and video conferencing systems.
• Experience with software installations, upgrades, and device migrations.
• Experience conducting site surveys and coordinating IT deployments.
• Experience working with asset management and configuration management processes.
• Experience documenting procedures and support activities.
• Experience coordinating with vendors and third-party support teams.

Responsibilities:

• Troubleshoot and resolve end-user IT issues related to desktops, laptops, tablets, printers, mobile devices, and other IT equipment.
• Perform installation, movement, addition, modification, and disposal of IT hardware and software assets.
• Coordinate, plan, and schedule IMACD activities with internal teams, customers, and third-party vendors.
• Execute hardware and software installations, relocations, upgrades, and decommissioning activities.
• Validate and process IMACD service requests and ensure proper approvals are obtained.
• Communicate with users regarding service requests, scheduling, and issue resolution.
• Conduct site surveys and identify physical, network, and infrastructure requirements.
• Coordinate cabling, network connectivity, and workspace requirements for deployments.
• Verify equipment configurations and installation requirements before implementation.
• Develop and maintain IMACD process documentation and operational procedures.
• Schedule and dispatch technicians and vendors for project execution.
• Maintain asset, configuration, and change management records.
• Support ServiceNow Incident Management, Service Request Management, Asset Management Database, CMDB, and Knowledge Management processes.
• Support video conferencing systems and audio/video equipment.
• Ensure high-quality service delivery while minimizing business disruption.
• Provide VIP-level customer support and maintain strong user relationships.
• Coordinate cancellation of obsolete network transport services following equipment disposal activities.

Should Have:

• A+ Certification.
• Microsoft Certification.
• ITIL Certification.
• CCNA Certification.
• Experience supporting Mac OS environments.
• Experience with asset management and configuration management processes.
• Knowledge of network fundamentals and cabling infrastructure.

Skills:

• Desktop support.
• End-user computing support.
• IMACD operations.
• Hardware troubleshooting.
• Software installation and configuration.
• Windows OS.
• Microsoft Office 365.
• ServiceNow.
• Asset management.
• Configuration management.
• Mobile device support.
• Printer support.
• Video conferencing support.
• Incident management.
• Customer service.
• Technical documentation.
• Vendor coordination.
• Problem-solving.
• Communication skills.

Qualification And Education:

• High School Diploma or equivalent required.
• Associate degree in Information Technology, Computer Science, or related field preferred.
• A+, Microsoft, ITIL, and/or CCNA certifications preferred.
• Minimum 3 years of relevant desktop support or IT support experience.