Desktop Support Technician

About This Role

This Desktop Support Technician role is for a customer-focused professional providing hands-on technical support across multiple corporate and manufacturing sites. The role ensures end-user systems, devices, and applications operate efficiently, requiring strong communication skills and troubleshooting expertise.

Responsibilities

• Deliver day-to-day desktop support across hardware, software, and peripherals
• Support and maintain Windows 11 environments, including configuration and issue resolution
• Administer Microsoft 365 (Outlook, Teams, OneDrive) and support collaboration tools (Teams, Webex)
• Manage user accounts, permissions, and distribution lists within Active Directory
• Perform laptop imaging, provisioning, and deployment using standard tools and processes
• Troubleshoot network connectivity issues (basic LAN/WAN) and support VPN/remote access
• Support multi-factor authentication (RSA) and security-related access issues
• Provide printer setup, maintenance, and troubleshooting
• Support mobile devices (iOS and Android) and manage devices through MDM platforms
• Maintain accurate asset tracking for deployed and in-stock equipment
• Document issues, resolutions, and processes within the IT ticketing system
• Develop and maintain knowledge base documentation
• Escalate complex issues and collaborate with internal IT teams for resolution
• Ensure high levels of end-user satisfaction through timely, clear communication

Requirements

• Experience in desktop/end-user support within a corporate environment
• Strong knowledge of Microsoft 365, Active Directory, and Windows 11
• Experience with VPN technologies and remote access tools
• Understanding of basic networking concepts (LAN/WAN troubleshooting)
• Hands-on experience with laptop imaging and device deployment
• Experience supporting mobile devices (iOS and Android)
• Strong troubleshooting, problem-solving, and multitasking capabilities
• Excellent communication and customer service skills
• Customer-first mindset with strong service orientation
• High attention to detail and accountability
• Self-starter with the ability to prioritize and execute independently
• Adaptability in a fast-paced, multi-site environment
• Collaborative team player

Nice to have:

• Degree in Information Technology or related field (or equivalent experience)
• Experience supporting enterprise hardware environments (e.g., Lenovo)
• Familiarity with ITIL practices or structured ITSM environments