Desktop Support Technician

About This Role

Serving as the first line of response for employees needing help with accounts, devices, and everyday software issues, this role works closely with the Director of IT to keep the team running smoothly day-to-day. This position is responsible for maintaining and administering computer systems and networks in a fast-paced, supportive environment. It suits a candidate ready to apply existing skills, pick up new ones, and triage incoming helpdesk tickets efficiently.

Responsibilities

• Triage and resolve incoming helpdesk tickets in a timely, friendly manner, keeping users updated on status
• Provide first-line support for account and access issues, including password resets, MFA, and permissions
• Troubleshoot everyday software and productivity app issues (email, file storage, collaboration tools)
• Set up, configure, and troubleshoot user laptops and mobile devices
• Maintain accurate asset management records for company hardware and software
• Onboard and offboard users in a timely fashion, including account provisioning/deprovisioning, access grants and revocations, and device coordination
• Assist in reviewing and assigning appropriate user permissions
• Create and maintain knowledge base articles and user guides
• Flag and escalate security-relevant issues to the Security team promptly, with clear context
• Participate in implementation work and a variety of company IT projects as they come up

Requirements

• Knowledge and experience supporting Windows endpoints (Windows 11)
• Knowledge and experience supporting Apple Mac endpoints (MacBook)
• Knowledge and experience with supporting Office 365 applications and systems (Outlook/Email, SharePoint, OneDrive, etc.)
• Knowledge and experience supporting Apple iOS and Android devices (phones & tablets)
• Excellent customer service skills with strong English reading, writing, and speaking skills
• Motivated and driven to learn and do more, ready to tackle new problems and new systems
• 1-3+ years of experience in IT Support with managing end user and IT systems
• Prolonged periods of sitting at a desk and working on a computer

Nice to have:

• Experience with Microsoft/M365 administration (Entra ID, Intune, Exchange Online, Defender, etc.)
• Experience with Enterprise AI management (Claude)
• Experience with Freshservice or similar ticketing/service management platforms
• Experience with UEM suites like NinjaOne and JAMF / Apple Business Manager
• Exposure to endpoint security tools (e.g., CrowdStrike, Netskope, VPN)
• Experience with networking fundamentals and a security-first mindset