We are seeking a skilled and customer-focused Desktop Support Technician to join our IT team. The ideal candidate will have experience providing both remote and onsite troubleshooting support to end-users while maintaining a high standard of customer service. This role involves working with enterprise-level tools and technologies, supporting a diverse range of hardware and software systems, and assisting with networking and server administration.
Key Responsibilities:
1. End-User Support:
- Provide remote and onsite technical support for hardware, software, and peripherals.
- Troubleshoot and resolve issues with Windows 10/11, Office 365, and other enterprise applications.
- Assist users with device setup, configuration, and maintenance (desktops, laptops, mobile devices, etc.).
2. Active Directory and Azure Management:
- Perform account management tasks in Active Directory, including password resets, account provisioning, and group policy management.
- Support Azure Active Directory configurations and integrations.
3. Device and Endpoint Management:
- Use Microsoft Intune for device enrollment, management, and policy enforcement.
- Deploy software and manage updates using enterprise tools.
4. Networking and Server Support:
- Troubleshoot basic network connectivity issues, including Wi-Fi, VPN, and LAN/WAN.
- Assist with server administration tasks, including file sharing, user permissions, and performance monitoring.
5. Documentation and Reporting:
- Maintain accurate records of support requests in the ticketing system.
- Document solutions, workflows, and common troubleshooting procedures.
6. Continuous Improvement:
- Collaborate with IT colleagues to develop and implement best practices.
- Stay updated with emerging technologies and provide recommendations for enhancements.
Qualifications:
Education:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
Technical Skills:
- Proficient in supporting Windows 10/11 environments.
- Strong knowledge of Microsoft Office 365 suite (e.g., Outlook, Teams, SharePoint).
- Hands-on experience with Active Directory and Azure Active Directory.
- Familiarity with device and application management using Microsoft Intune.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience in server administration and support is a plus.
Experience:
- 2+ years of experience in a desktop support or IT help desk role.
- Previous experience with remote support tools and ticketing systems.
Soft Skills:
- Excellent troubleshooting and problem-solving abilities.
- Strong verbal and written communication skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
Certifications (Preferred):
- CompTIA A+, Network+, or equivalent certifications.
- Microsoft certifications such as MTA, Azure Fundamentals, or MS-900.
