Desktop Support Technician

The Desktop Support Technician (Tier
1) provides intermediate-level maintenance and support for client desktop and laptop computers. The role includes identifying and resolving customer issues, installing and configuring software and hardware, and providing end-user support and training. This position ensures smooth operation and user satisfaction through proactive maintenance and effective problem-solving.

• Unpack and configure new hardware.
• Provide end-user training on basic device use and supported software functionality.
• Create documentation and training materials for troubleshooting and installation procedures.
• Perform equipment relocations for desktop computers, laptops, and peripherals.
• Research, identify, and develop alternative solutions for new or complex technical issues.
• Fully document all user interactions and resolutions in the ticketing system.
• Maintain and enhance technical skills through independent research and learning.

• Associate Degree in Computer Maintenance Technology, Computer Help Desk Specialist, Computer Network Administration, or a related field from an accredited institution.
• Equivalent relevant experience in an IT technical environment.
• Hands‑on experience with installation, configuration, support, troubleshooting, and maintenance of PCs and related hardware.
• Basic understanding of PC networking concepts and Windows Active Directory.
• Familiarity with LCD projectors, monitors, printers, and plotters.
• Experience with Microsoft Office Suite (Word, PowerPoint, Excel, Visio, Project).
• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication skills.
• Ability to develop and maintain strong customer relationships.
• Effective time management, goal orientation, and customer service focus.
• Proficiency in Microsoft Office applications and related tools.
• Ability to adapt to evolving client needs, technology updates, and business processes.
• Willingness to work rotating schedules to ensure continuous support coverage.
• Ability to distinguish colors for identifying electronic components and wiring.

• Relevant industry certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
• Prior experience supporting utility construction and maintenance environments.