Desktop Support Technician

About the Job

Desktop Support Technician (Hybrid 3 day office / 2 days Home based). You will be responsible for providing IT support to end users for Windows PCs, Macs, printers, mobile devices, desktop applications, and other hardware & software.

This position supports one or more departments to restore service and/or identify and correct core problems, ensuring all hardware issues are resolved in line with the customers’ contractual service level agreements (SLAs).

• Provide in‑person, phone, remote, and email support to users of supported departments.
• Maintain the ticketing system with the status of all support requests.
• Maintain the inventory system with all deployed computing asset information.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts, email accounts, and necessary access for user staff.
• Provide support to end users in problem resolution for both Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform upgrades to hardware and software.
• Support printing and other peripheral computing devices.
• Perform set‑up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participate in the identity and access management of various systems.
• Other IT support duties to be assigned.
• This is a 40‑hour week, which may vary to accommodate 5 days × 8‑hour coverage from the onsite team.

• 1‑3 years of experience providing Helpdesk/Desktop Support or Field Services, including troubleshooting hardware, software, connectivity, and operating system issues.
• 1‑3 years of experience with current Microsoft Windows Desktop software.
• 1‑3 years of experience supporting DSS, multiple workstation OS (Windows, Mac), multiple mobile OS (Android, iOS), networking, printing services, etc.
• Experience fulfilling onboarding and offboarding requests (set‑up of desktop/laptop/IPAD, installing screens & displays, patch port cabling, software configuration, mobile setup).
• Experience supporting performance and resolving client‑related issues.
• Understanding of network protocols, server hardware, and configurations.
• Self‑motivated with a willingness to learn and adapt to new changes or situations.
• Able to communicate effectively with peers, line managers, stakeholders and client end users.
• Comp IT (A+, Network+, Security+) or equivalent certification.

• Able to lift or push 20‑50 pounds of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools (screwdrivers, wrenches, pliers, hammers & drills).

Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and enjoy the variety of end‑user environments we support.

• Personal & Professional Development:
  Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.
• Diversity, Inclusion & Belonging:
  We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.
• Salary:
  We offer a competitive range based on suitability or experience.
• Benefits:
  Medical Insurance, Vision & Dental plans; PTO time.

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team. We offer day‑to‑day support via teams of on‑site engineers or responsive visiting engineers, and multi‑lingual service desk coordination that manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer‑centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast‑paced and evolving aviation industry. We developed technology‑based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations…