Desktop / Field Support Technician

• The Desktop / Field Support Technician will provide on-site and remote IT support for end-user devices and infrastructure, including desktops, laptops, mobile devices, printers, network connectivity, and AV equipment.
• The role involves troubleshooting technical issues, managing service tickets, and ensuring high-quality customer support within defined SLAs.

Experience:

• Experience in desktop or field IT support required.
• Experience supporting Windows 10/11 environments and Microsoft Office 365 required.
• Experience with IT ticketing systems (e.g., ServiceNow) required.
• Experience with Azure, Intune, and Active Directory administration preferred.
• Experience supporting enterprise IT infrastructure including printers, networking, and AV systems preferred.

Responsibilities:

• Provide deskside and field support for desktops, laptops, tablets, smartphones, printers, and related devices.
• Install, configure, and troubleshoot hardware, software, and operating systems.
• Support OS imaging, reimaging, and system setup activities.
• Diagnose and resolve non-recurring technical issues across user environments.
• Manage and resolve service tickets within SLA timelines.
• Provide regular updates and communication to end users regarding issue status.
• Perform basic network troubleshooting and support LAN connectivity issues.
• Support video conferencing and AV equipment.
• Maintain asset inventory and perform equipment movement as required.
• Provide end-user training and guidance on hardware/software usage.
• Recommend and perform device upgrades where required.
• Participate in BAU and project-based support activities.

Should Have:

• Strong customer service and communication skills.
• Ability to work independently and in team environments.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage multiple tickets and priorities simultaneously.
• Flexibility to work in shift-based or on-site support models.
• Strong attention to detail and documentation skills.

Skills:

• Windows 10/11 and Microsoft Office 365.
• ServiceNow or similar ticketing tools.
• Azure and Intune administration.
• Active Directory user and group management.
• Basic LAN/network troubleshooting.
• Desktop, laptop, and mobile device support.
• AV and video conferencing support.
• Hardware installation and troubleshooting.

Qualification And Education:

• Relevant IT education or equivalent experience preferred.