Desktop Technician

Position Overview

Under direct supervision, the Desktop Technician provides virtual and/or in-person end user support for the company's platforms. This role is vital to the efficient operation of technology systems, with a focus on delivering effective, efficient, and proactive support. The Desktop Technician is responsible, with limited assistance, for analyzing, diagnosing, and resolving technology issues using their knowledge base, dashboards, proactive alerts, reporting tools, and ticket assignment systems. Unresolved issues are escalated to senior team members, and the technician participates in ongoing efforts to improve troubleshooting processes and service efficiency. This role also has a heavy emphasis on the full lifecycle of Hardware Asset Management.

Key Responsibilities

* Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.

* Document, maintain, upgrade, or replace hardware and software systems as needed.

* Support, monitor, test, and troubleshoot hardware and software issues related to LAN/WAN connectivity and operating systems.

* Provide end user support for all LAN-based applications, both remotely and in-person.

* Build, prepare, and distribute computer equipment for new hire associates and contractors.

* Process and scan returned computer equipment from departed associates and contractors.

* Recommend and schedule repairs for equipment as necessary.

* Adhere to all equipment deployment procedures, maintaining accurate records in the inventory tracking system and ensuring compliance with asset management policies throughout all lifecycle stages.

* In coordination with the support team, perform general preventative maintenance on desktop PCs, laptops, printers, and other authorized hardware.

* Install and configure workstations for end users.

Technical Skills & Qualifications

* Proficient in ServiceNow for incident management, ticketing, workflow tracking, and hardware asset management.

* Technical knowledge of both PC and Mac environments, including operating systems and hardware components.

* Ability to support, troubleshoot, and resolve issues for Windows and macOS platforms, as well as common software applications.

* Strong understanding of LAN/WAN connectivity and networking basics.

Communication & Interpersonal Skills

* Excellent communicator in all forms (verbal, written, digital) with the ability to provide clear updates to team members and managers.

* Strong verbal communication skills, including the ability to actively listen and articulate technical solutions clearly and concisely.

* Ability to maintain a professional and empathetic tone when interacting with end users and colleagues.

Physical Requirements

* Physical ability to lift boxes of laptops and other computer hardware as required for equipment deployment and maintenance.

Experience

* Requires 4-6 years of relevant experience in desktop support or a related IT field.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.