Desktop Support Technician

Responsibilities:

• Troubleshoot and resolve end-user IT issues across desktops, laptops, tablets, mobile devices, printers, and other peripherals.
• Perform IMACD activities including installations, moves, adds, changes, and disposal of IT equipment and software.
• Provide support for hardware setup, configuration, and deployment for end users.
• Coordinate IMACD activities with internal teams, customers, and third-party vendors.
• Plan, schedule, and execute IMACD requests while minimizing business disruption.
• Conduct site surveys to determine technical and physical requirements for installations.
• Validate service requests for accuracy and proper authorization.
• Maintain and update documentation, processes, and knowledge articles for IMAC execution.
• Use ticketing systems to log, track, and resolve incidents and service requests.
• Support imaging and reimaging of Windows operating systems on desktops and laptops.
• Install and troubleshoot desktop software and enterprise applications.
• Manage and support Active Directory, GPO, and SCCM-related tasks.
• Provide remote support using remote desktop tools and applications.
• Support enterprise printing, video conferencing systems, and communication devices.
• Ensure adherence to ESD safety standards and equipment handling procedures.
• Deliver and set up IT equipment for end users.
• Maintain asset inventory and support asset management processes.
• Provide high-quality customer service and ensure user satisfaction.

Required Skills:

• Minimum 3 years of experience in desktop support or similar role.
• Strong troubleshooting skills across Windows operating systems and hardware.
• Experience with ServiceNow or similar ticketing systems.
• Hands-on experience with imaging tools such as SCCM or Ghost.
• Knowledge of Microsoft Office Suite and Office 365.
• Experience supporting mobile devices (iOS, Android) and enterprise printers.
• Working knowledge of Active Directory, GPO, and client management tools.
• Ability to lift and move equipment up to 50 lbs.
• Strong communication and customer service skills.

Preferred Skills:

• Certifications such as A+, Microsoft, ITIL, or CCNA.
• Experience with Mac OS environments.
• Knowledge of video conferencing systems and AV equipment.
• Experience with encryption tools and remote access troubleshooting.

Education:

• Bachelor s degree in IT or related field or equivalent work experience.