Job Title: Desktop Support Technician II | IT Support Specialist | End User Support Technician
Job Summary
We are seeking a Desktop Support Technician to provide hands-on technical support for end users across desktop, laptop, mobile, networking, and collaboration environments. This role is responsible for installing, maintaining, troubleshooting, and supporting hardware, software, operating systems, enterprise applications, and network connectivity. The ideal candidate has experience supporting both macOS and Windows 11 environments, along with foundational networking knowledge and exposure to modern endpoint management and cloud administration tools.
This position requires excellent customer service skills, strong technical troubleshooting abilities, and the ability to manage multiple support requests while maintaining high service levels.
Key Responsibilities
End User Support & Troubleshooting
- Provide onsite and remote technical support for desktop, laptop, mobile, and peripheral devices.
- Troubleshoot and repair PC, laptop, and Mac hardware issues.
- Diagnose and resolve Windows 11 and macOS operating system issues.
- Provide Level 1 and Level 2 support for desktop applications, enterprise software, connectivity, email, printing, and collaboration tools.
- Handle problem identification, research, isolation, resolution, and follow-up for technical issues.
- Escalate complex issues to appropriate support teams when necessary.
Device Deployment & Lifecycle Management
- Build, configure, image, and deploy desktops, laptops, and workstation equipment.
- Perform new hire onboarding, employee relocations, equipment refreshes, and offboarding activities.
- Manage hardware upgrades, asset recovery, hardware disposal, and device replacement programs.
- Maintain hardware and software inventory records.
- Execute remote imaging, software deployment, patching, and automated updates.
Systems Administration & Endpoint Management
- Support endpoint management solutions and mobile device management (MDM) platforms.
- Assist with user account administration and access management.
- Support Microsoft 365 and Google Workspace administration tasks.
- Maintain directory services and endpoint security configurations.
- Perform workstation and server updates to protect against malware, ransomware, and security vulnerabilities.
Ticket Management & Customer Service
- Manage incidents and service requests through ITSM platforms.
- Log, prioritize, assign, track, and resolve tickets received through phone, email, chat, walk-up support, and self-service portals.
- Participate in IT support queues and ensure timely resolution of assigned issues.
- Document technical solutions, troubleshooting steps, and knowledge base articles.
- Deliver exceptional customer service through effective communication and follow-up.
Network & Infrastructure Support
- Support basic network infrastructure and connectivity troubleshooting.
- Assist with server room and network closet setup activities.
- Troubleshoot TCP/IP, DNS, DHCP, firewall, Wi-Fi, VPN, and remote access issues.
- Provide support for printers, scanners, conferencing systems, and other network-connected devices.
Required Qualifications
- Technical degree, certification, or equivalent hands-on IT support experience.
- Experience providing onsite desktop and end-user support in a corporate environment.
- Junior-to-intermediate macOS troubleshooting experience.
- Basic Windows 11 administration and troubleshooting skills.
- Understanding of enterprise hardware deployment and support processes.
- Strong customer service, communication, and problem-solving skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
Required Technical Skills
Operating Systems
- Windows 11
- macOS
- Microsoft Windows Administration
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi
- Firewall Fundamentals
- Network Troubleshooting
- LAN/WAN Support
Endpoint Management & Directory Services
- Microsoft Intune
- Jamf
- Workspace ONE (AirWatch)
- Mobile Device Management (MDM)
- Active Directory (AD)
- Azure Active Directory (Entra ID)
- Group Policy
Cloud & Productivity Platforms
- Microsoft 365 Administration
- Office 365 Administration
- Google Admin Console
- Exchange Online
- OneDrive
- SharePoint Online
Collaboration Platforms
Ticketing & ITSM Tools
- ServiceNow
- Jira Service Management
- Incident Management
- Ticket Queue Management
- IT Asset Management
Hardware & Imaging
- Desktop Support
- Laptop Repair
- Workstation Deployment
- Hardware Installation
- Operating System Imaging
- Software Deployment
- Asset Inventory Management
Security & Compliance
- Endpoint Security
- Malware Protection
- Patch Management
- Vulnerability Remediation
- Access Management
Preferred Qualifications
- Experience with Microsoft Intune, Jamf, Workspace ONE, or similar MDM solutions.
- Experience administering Microsoft 365 and Google Workspace environments.
- Familiarity with Active Directory, Entra ID (Azure AD), and endpoint management platforms.
- Knowledge of server room and network closet infrastructure.
- Industry certifications such as:
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Fundamentals
- Microsoft Endpoint Administrator
- Jamf Certifications
- Interest in leveraging AI-powered tools to improve IT support workflows and operational efficiency.
Desktop Support Technician, IT Support Specialist, Help Desk Technician, Technical Support Analyst, End User Support, Desktop Engineer, Field Support Technician, Windows 11 Support, macOS Support, Microsoft 365, Office 365, Google Workspace, ServiceNow, Jira, Intune, Jamf, Workspace ONE, Active Directory, Entra ID, TCP/IP, DNS, DHCP, VPN, Remote Support, Device Deployment, IT Operations, Endpoint Management, MDM, Asset Management, Hardware Troubleshooting, Software Deployment, Network Support, Level 1 Support, Level 2 Support.
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