<>Desktop Support Technician | End User Support | Windows & macOS Support
Technical Skills & Tools
- Mac OS support (slight priority)
- Windows OS support
- Mobile support for iOS and Android
- ServiceNow ticketing system experience
- MFA and Identity tools (Ping ID- Beyond Identity- Octa)
- MDM tools (AirWatch- UEM- Jamf- or InTune)
- Slack workflow usage for tier escalations
- Certifications optional if basic knowledge is demonstrated
Job Title
Desktop Support Technician
We are seeking an experienced Desktop Support Technician to provide hands-on and remote support for end users across enterprise environments. The ideal candidate will have strong troubleshooting skills, experience supporting both Windows and macOS platforms, and a customer-focused approach to resolving technical issues. This role involves hardware and software support, account administration, device deployment, endpoint management, and participation in daily IT support operations.
Key Responsibilities
- Troubleshoot, repair, and replace desktop, laptop, and peripheral hardware.
- Deploy, configure, image, and support Windows and macOS workstations.
- Provide Level 1 and Level 2 support for hardware, software, networking, printing, email, remote access, and connectivity issues.
- Manage device lifecycle activities including new hire setup, employee offboarding, equipment relocation, hardware refreshes, asset tracking, and disposal.
- Respond to support requests via ticketing systems, email, phone, and walk-up support.
- Log, prioritize, troubleshoot, and escalate incidents when necessary.
- Support collaboration and productivity platforms including email, conferencing, and messaging tools.
- Manage user access requests, shared mailboxes, distribution groups, and account administration.
- Perform software installation, upgrades, patching, and endpoint updates.
- Assist with endpoint security, encryption, antivirus, and compliance initiatives.
- Create and maintain technical documentation and knowledge base articles.
- Collaborate with engineering and infrastructure teams on projects and escalated issues.
- Track and manage assigned tickets to ensure timely resolution and high customer satisfaction.
Required Skills & Experience
- 3+ years of Desktop Support, Service Desk, or End User Support experience.
- Experience supporting Windows 10/11 and macOS environments.
- Strong troubleshooting skills for hardware, software, networking, and connectivity issues.
- Experience supporting iOS and Android mobile devices.
- Knowledge of Active Directory user administration and endpoint security tools.
- Experience with ticketing systems such as ServiceNow.
- Familiarity with Microsoft Office and Google Workspace environments.
- Experience supporting wired and wireless networking.
- Strong customer service, communication, and problem-solving skills.
- Ability to work independently and as part of a fast-paced support team.
Preferred Qualifications
- Experience working in a walk-up support center, tech bar, or on-site end-user support environment.
- Exposure to endpoint management and mobile device management platforms.
- Relevant certifications such as:
- CompTIA A+
- ITIL Foundation
- Apple Certified Mac Technician (ACMT)
- Certified Computer Technician (CCT)
Education
Bachelor's degree preferred or equivalent combination of education and relevant Desktop Support/Service Desk experience.
Desktop Support, Desktop Support Technician, Desktop Support Analyst, IT Support Specialist, Service Desk, Help Desk, End User Support, Technical Support, Windows 10, Windows 11, macOS, Mac Support, PC Support, Laptop Support, Hardware Troubleshooting, Software Troubleshooting, Active Directory, ServiceNow, Microsoft Office, Microsoft 365, Google Workspace, Gmail, Exchange Online, Shared Mailboxes, Distribution Lists, Endpoint Management, UEM, AirWatch, Workspace ONE, Mobile Device Management, MDM, iOS Support, Android Support, Remote Support, Ticket Management, Incident Management, Asset Management, Imaging, Device Deployment, Patch Management, Endpoint Security, Encryption, WiFi, Network Troubleshooting, Printer Support, VPN Support, Remote Access, Collaboration Tools, Zoom, Slack, Technical Support Engineer, Field Support Technician, Service Desk Analyst, Help Desk Technician, Customer Support, IT Operations, Desktop Engineering, Enterprise Support, Walk-Up Support, Tech Bar Support, CompTIA A+, ITIL, ACMT, CCT.
Desktop Support Analyst, Service Desk Technician, IT Support Specialist, Help Desk Analyst, End User Support Technician, Technical Support Engineer
