Desktop Support Technician

• Responsible for providing desktop support, IMACD services, troubleshooting, hardware and software support, and end-user technical assistance in an enterprise environment.

Requirement/Must Have:

• Minimum 3 years of relevant desktop support experience.
• Ability to move, lift, and carry equipment up to 50 lbs.
• Experience with IMACD activities including Install, Move, Add, Change, and Dispose processes.
• Strong troubleshooting and customer support skills.

Experience:

• Hands-on experience with imaging and reimaging Windows operating systems for desktops and laptops.
• Experience supporting desktops, laptops, tablets, mobile devices, printers, desk phones, and video conference systems.
• Experience with ServiceNow ticketing systems including Incident Management, Service Request Management, Asset Management Database, Configuration Management Database, and Knowledge Management.
• Experience with Microsoft Active Directory, Group Policy, and SCCM.

Responsibilities:

• Troubleshoot and resolve end-user IT issues related to desktops, laptops, tablets, printers, mobile devices, and other IT equipment.
• Support installations, moves, additions, changes, and disposal activities for end-user computing devices.
• Coordinate and schedule IMACD activities with IT teams, vendors, and customer stakeholders.
• Perform installation, de-installation, relocation, and configuration of hardware and software at customer sites.
• Recreate and document processes for IMAC execution and maintain process documentation.
• Validate IMACD service requests and ensure proper authorization before execution.
• Conduct or confirm site surveys to determine installation requirements and special considerations.
• Coordinate physical space, network, cabling, hardware, and software requirements for installations.
• Confirm configurations, backup procedures, contingency plans, and testing procedures before execution.
• Schedule and dispatch technicians or third-party vendors as required.
• Deliver and set up PC equipment for end users.
• Use ticketing systems to document work activities, complete service requests, and verify customer satisfaction.
• Provide support for wireless devices including Android and iPhone devices.
• Maintain ESD safety precautions to avoid equipment damage.
• Support remote desktop connectivity and troubleshoot remote access issues.
• Support enterprise printer environments and video conference room equipment.
• Treat all users with a high level of professionalism and customer service.
• Cancel network transport services that are no longer required after IMACD completion.

Should Have:

• A+ Hardware certification preferred.
• Microsoft certification preferred.
• ITIL certification preferred.
• CCNA certification preferred.
• Strong written, verbal, and interpersonal communication skills.
• Ability to work independently and follow technical documentation and knowledge articles.
• Disciplined and systematic problem-solving approach.

Skills:

• Windows operating systems support including Windows 10 and legacy Windows platforms.
• Microsoft Office Suite support including Word, Excel, PowerPoint, and Outlook.
• Mac OS support experience preferred.
• Knowledge of imaging tools such as Ghost and SCCM.
• Microsoft Active Directory, Group Policy, and SCCM administration.
• Remote desktop and client-side troubleshooting.
• Printer troubleshooting in enterprise environments.
• Software installation and troubleshooting.
• Hard drive encryption troubleshooting.
• Documentation and knowledge management skills.

Qualification And Education:

• Relevant technical certifications preferred including A+, Microsoft, ITIL, and CCNA.