Desktop Support Technician

• Responsible for providing end-user desktop support across desktops, laptops, tablets, mobile devices, printers, and video conferencing equipment.
• The role involves performing IMACD (Install, Move, Add, Change, Dispose) activities, troubleshooting technical issues, supporting hardware and software environments, and ensuring high-quality IT service delivery in a customer-focused environment.

Requirement/Must Have:

• Minimum 3 years of relevant experience in desktop support or end-user computing.
• Strong troubleshooting skills across hardware, software, and network-connected devices.
• Experience supporting desktops, laptops, tablets, printers, smartphones, and VoIP/desk phones.
• Experience with Windows OS and Microsoft Office Suite.
• Strong understanding of Active Directory and Group Policy Objects.
• Experience using enterprise ticketing systems (preferably ServiceNow).
• Ability to perform IMACD activities in enterprise environments.
• Strong customer service and communication skills (read, write, speak).
• Ability to follow technical documentation and knowledge articles.
• Ability to lift and move equipment up to 50 lbs.

Experience:

• Experience with Windows OS versions including Windows 7, 10, and legacy systems.
• Experience with Mac OS (preferred).
• Experience with imaging tools such as SCCM or Ghost.
• Experience with enterprise printer support and remote desktop tools.
• Experience supporting mobile devices including Android, iPhone, and Blackberry.
• Experience working in enterprise IT environments with Active Directory and GPO.
• Experience with Microsoft Office 365 and Exchange environments.

Responsibilities:

• Troubleshoot and resolve end-user IT issues across desktops, laptops, tablets, mobile phones, printers, and other devices.
• Perform IMACD activities including Install, Move, Add, Change, and Dispose of IT equipment.
• Install, de-install, and configure hardware, software, and related services at customer sites.
• Coordinate and schedule IMACD activities with IT teams and third-party vendors.
• Receive and validate IMACD service requests for proper authorization and accuracy.
• Provide on-site and remote support for end-user computing issues.
• Perform system imaging and reimaging of Windows operating systems.
• Deliver and set up IT equipment for end users.
• Maintain asset inventory and perform equipment tracking activities.
• Ensure compliance with ESD safety procedures.
• Support video conferencing systems and collaboration tools.
• Coordinate equipment movement using carts and transportation as needed.
• Document all activities in the ticketing system and ensure customer satisfaction.
• Support wireless device provisioning and troubleshooting.
• Follow installation and support procedures using documentation and knowledge bases.
• Ensure minimal disruption to business operations during IMACD execution.

Should Have:

• Certification in A+ Hardware.
• Microsoft certification preferred.
• ITIL certification preferred.
• CCNA certification preferred.
• Experience with SCCM, imaging tools, and enterprise IT support frameworks.

Skills:

• Desktop support and troubleshooting.
• Windows operating systems.
• Microsoft Office 365.
• Active Directory and Group Policy.
• IMACD operations.
• ServiceNow ticketing system.
• Hardware and software installation.
• Imaging and system deployment (SCCM/Ghost).
• Mobile device support.
• Printer and peripheral support.
• Remote desktop tools.
• Customer service and communication.