Desktop Support Technician

Requirement/Must Have:

• Strong knowledge of desktop, laptop, and peripheral support.
• Experience in troubleshooting hardware and software issues.
• Understanding of DHCP, DNS, IP addressing, and subnetting.
• Basic knowledge of wireless LAN and Ethernet configuration troubleshooting.
• Experience using ticketing systems for incident and service request management.
• Ability to provide Smart Hands support for networking, server, and telecom equipment.
• Ability to support executive and VIP users with professionalism.
• Willingness to provide after-hours on-call support for priority incidents.

• Experience with break-fix support and system reimaging.
• Experience with IMACD activities, including installation, move, add, change, and decommission.
• Experience backing up and restoring user data.
• Experience supporting printers, mobile devices, and smart devices.
• Experience assisting Service Desk and remote support teams.
• Experience supporting town halls, board meetings, and executive conferences.
• Experience with rack and stack of server, storage, network, and firewall components preferred.
• Experience supporting collaboration technologies such as Cisco, Avaya, Logitech, or Microsoft Teams Room preferred.

• Diagnose, troubleshoot, and resolve desktop, laptop, and peripheral issues.
• Install, configure, test, and maintain computer systems and related hardware.
• Perform reimaging and software installations as required.
• Provide hands and feet support for networking, server, and telecom teams.
• Manage incidents and service requests through the ticketing system and maintain accurate documentation.
• Categorize and prioritize incidents in accordance with service level agreements.
• Perform asset inventory and maintain spare parts inventory.
• Coordinate hardware and software procurement activities.
• Support IDF and MDF closets including console access, UPS checks, cooling alerts, PDUs, and structured cabling.
• Assist in equipment moves related to escalated incidents and service requests.
• Provide support during executive meetings and company events.
• Liaise with third-party vendors for complex or OEM-related issues when necessary.
• Recommend and perform system upgrades to maintain performance and longevity.

• Strong customer service and communication skills.
• Ability to work independently and take ownership of issues through resolution.
• Experience in structured cabling and patch panel management.
• Experience working in enterprise IT environments.

• Desktop and laptop troubleshooting.
• Network fundamentals and connectivity troubleshooting.
• Hardware installation and maintenance.
• Incident and problem management.
• Asset management and inventory control.
• Executive-level technical support.
• Smart Hands support for data center environments.

• Associate or Bachelor s degree in Information Technology or related field preferred.
• Relevant technical certifications preferred.