Desktop Technician

The Desktop Technician will work as part of a well-rounded Desktop Support Team and alongside the Infrastructure Team to deliver prompt, quality service to the company’s user base in both physical and virtual environments, onsite and remotely. This role focuses on day-to-day end-user support, onboarding assistance, and helping keep endpoints and applications current. The technician will assist with endpoint management and virtual desktop solutions such as Horizon View and SCCM, with exposure to additional tools as needed.

• Address user issues related to PC hardware, software, peripherals, and basic networking
• Respond to and track incident and service request tickets in Jira Service Management; elevate as appropriate
• Asset & inventory management, including device lifecycle tracking and hardware swaps
• Assist in on-boarding and off-boarding of employees, including workstation setup and coordination for access & identity requests
• Provide end-user support for on-premises and cloud applications
• Support VoIP telephony & contact center platforms, and teleconferencing systems
• Assist with maintaining, deploying, and updating system images and software using SCCM and Omnissa Horizon View
• Install, configure, and troubleshoot approved user applications
• Install and maintain computer peripherals
• Assist with software upgrades and hardware refreshes
• Create and maintain documentation for common support tasks and application installation/use
• Develop and maintain positive and cooperative relationships, inside and outside the team
• Perform other related duties as required

• 3-5 years of Desktop support experience
• Bachelor’s degree or equivalent IT experience
• Strong written, oral, and communication skills
• Strong interpersonal and customer service skills
• Strong problem solving and multitasking skills
• Working familiarity with Active Directory user and group management (password resets, account unlocks)
• Familiarity with Office 365 end-user support (administration exposure a plus)
• Exposure to imaging and application deployment processes (SCCM experience a plus)
• Basic understanding of endpoint security practices and safe computing standards
• Familiarity with telephony/VoIP and collaboration tools (Teams) is a plus
• Ability to work hybrid office schedule – 3 days in office including mandatory Wednesdays.