Desktop Support Technician

Role: Desktop Support Technician
Location: Carson City, NV (Onsite – 5 Days per Week)
Duration: 6+ Months


Overview: We are seeking a highly skilled Desktop Support Technician to provide exceptional end-user support and ensure a seamless IT support experience for our users. This role requires a proactive professional with strong technical expertise, excellent communication skills, and a commitment to delivering white-glove service in a fast-paced environment.

Key Responsibilities:

·         Provide white-glove support to our users via email, walk-ups and from MS Teams.

·         Maintain ticketing system hygiene and ensure timely resolution of issues.

·         Utilize FreshService ticketing system to manage user tickets.

·         Asset management and inventory.

·         Troubleshoot and repair desktop and laptop hardware (primarily Dell Latitude platforms).

·         Diagnose and resolve Windows 10/11 Pro OS issues.

·         Install and troubleshoot Microsoft Office 365 applications.

·         Manage Windows 11 imaging and deployment systems for new hires and or existing users.

·         Onboard new hires, contractors and or consultants on new hardware.

·         Assist with Microsoft MFA Authenticator issues.

·         Assist Security Operations team with CrowdStrike security-related endpoint issues.

·         Support Global Protect VPN connectivity and resolve network-related endpoint problems.

·         Perform user data migrations to new laptops, ensuring smooth transitions.

·         Troubleshoot printer connectivity (desktop, laptop and label printers).

·         Install and troubleshoot SecOps approved software applications.

·         Promote IT security best practices and enforce Acceptable Use Policies.

·         Collaborate with the IT End User Services Manager, providing regular updates on progress and challenges.

Qualifications:

·         Hands-on experience with Dell desktop hardware with troubleshooting and Dell RMA.

·         Experience with IT Ticketing systems preferably FreshService.

·         Experience in troubleshooting VPN agent on endpoint connectivity issues.

·         Experience with user data migration and endpoint setup.

·         Excellent communication and interpersonal skills.

Preferred Skills:

·         5 Years experience with Microsoft Windows OS 10/11.

·         5 Years experience with Microsoft Office 365.

·         Microsoft Intune, Entra or related certifications.

·         Experience supporting remote employees.

·         Familiarity with Dell Latitude models and hardware configurations.

·         Knowledge and Practice of S ecurity Best Practices and Clear Desk Policies