Desktop Support Technician

Mission / Role Overview:

• This Desktop Support Technician will provide hands-on deskside and walk-up support during the Windows 11 upgrade initiative. The role is highly execution-focused, supporting ticket resolution, device imaging, upgrades, and user support in a fast-paced, customer-facing environment.


• This is a high-volume, tactical support role - ideal for someone who thrives on handling multiple requests, following SOPs, and delivering strong customer service.

Day-to-Day Responsibilities:

• Provide deskside and walk-up support for Windows 11 upgrade activities.


• Handle service desk tickets (break/fix, upgrades, troubleshooting).


• Support device setup, configuration, and post-upgrade validation.


• Assist with testing and validation of Windows 11 images.


• Perform data transfers and user migrations.


• Execute weekly device moves / hardware support tasks.


• Troubleshoot Windows 11 and MS 365 (O365) issues.


• Document all work in the ticketing system (ServiceNow preferred).


• May work in a lab environment imaging/provisioning ~30 devices at a time.


• Follow standard operating procedures (SOPs) for all tasks.

Must-Haves:

• 5+ years of desktop support experience (enterprise environment preferred).


• Proficient with ServiceNow.


• Strong expertise in Windows OS (Windows 10/11) no Mac required.


• Experience with MS 365 suite (Outlook, Teams, OneDrive, etc.).


• Hands-on experience installing software (e.g., Adobe, AutoCAD).


• Ability to manage high ticket volume and multitask effectively.


• Experience working in a customer-facing IT support role.


• Strong communication skills and professional demeanor.


• Ability to follow SOPs and structured processes.


• Comfortable working in a fast-paced, time-sensitive environment.

Nice-to-Haves:

• Knowledge of Active Directory.


• Experience with device imaging and provisioning.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually as applicable.