Desktop Support Technician

Description Overview We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences. Key Responsibilities Technical Support · Provide timely support for hardware and software issues for both Windows and Mac environments · Troubleshoot remotely using VNC and KVM switch · Reimage systems, install OS and standard software (onsite and remote) · Coordinate warranty support with Dell and schedule onsite service when needed · Resolve common technical issues, including: o Network connectivity o System crashes/blue screens o Printing problems o Virus removal · Basic administration and troubleshooting of: o DHCP / DNS o Active Directory o VPN and remote access tools o Windows domain account issues o Wireless connectivity and hotspots · Collaborate with the network team on basic troubleshooting tasks · Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom · Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures Customer Service · Deliver prompt and courteous user support via: o Wolken ticketing system (incident resolution and device lifecycle tasks) o Google Chat and Gmail (Outlook familiarity is a plus) o Zoom Calling and Zoom video conferencing · Maintain a positive user experience with clear communication and professionalism Asset & Inventory Management · Maintain accurate records of hardware assets · Ensure timely deployment, collection, and tracking of end-user devices Special Projects & Additional Duties · Assist with software and process testing and validation · Create clear, user-friendly technical documentation · Provide 1:1 or group technical training (remote or in-person) · Support office signage placement and daily ticket review/assignment tasks · May require occasional travel to other office locations Work Schedule & Benefits · Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch) · No weekend or after-hours support expected (exceptions for special projects) · Benefits include: o Paid holidays, vacation, and sick leave o 401(k) plan o Medical, dental, and vision insurance o Structured onboarding and training o Modern workspaces and innovative technology o Supportive, team-oriented culture with strong work-life balance Work Location Flexibility · This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it. Travel Expectations · Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions. Requirements Qualifications · 1–2+ years in a desktop support or corporate helpdesk environment preferred · Technically inclined and eager to learn new tools and platforms · Clear and concise communicator with the ability to explain technical concepts to non-technical users · Familiar with Windows 10/11; Mac OS experience is a plus · Skilled in teamwork and conflict resolution in a professional setting · Self-starter with strong follow-through and attention to process · Able to work independently while following team procedures and protocols