Desktop Technician

Reporting to the Director of IT within Information Technology, the Desktop Technician is responsible for tracking, diagnosing, troubleshooting, and resolving hardware and software issues reported by system users and administrators. This position requires regular interaction with all levels of computer users within the organization and provides customer service at a functional level, ensuring each reported issue is addressed and resolved. The Desktop Support Engineer serves as a technical resource, linking frontline support with backend systems. Responsibilities include Level 0-2 troubleshooting, proactive maintenance, and supporting end-user operations to maintain productivity. Candidates should possess technical expertise, experience in customer service, and project management skills in large enterprise environments.

DUTIES AND RESPONSIBILITIES:

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Installs and configures workstations and laptops, including hard drive encryption and related tasks.
• Conducts research and testing of enterprise software with operating systems, critical updates, and service packs to identify compatibility issues.
• Provides support and troubleshooting for various desktop and laptop software configurations.
• Identifies, analyzes, and resolves technical problems efficiently.
• Responds promptly to technical support requests via telephone and email, ensuring timely resolution by tracking and monitoring issues.
• Demonstrate self-motivation and direction, effectively prioritizing and executing tasks in high-pressure environments.
• Works collaboratively within team-oriented settings, consistently maintaining a strong focus on customer service.
• Capable of lifting and transporting heavy objects such as computers and peripherals as required.
• Maintains accurate asset management tracking records.
• Participate in ongoing new systems and network administration projects.
• Leads the installation, configuration, and optimization of desktop and laptop systems.
• Manages enterprise software compatibility testing and deployment.
• Administers Active Directory, including user provisioning, group policy management, and distribution lists.
• Supports VPN, Citrix, and remote access platforms.
• Oversee asset management and lifecycle tracking.
• Collaborates with network and server teams on infrastructure upgrades.
• Provides Tier 2/3 support for escalated technical issues.
• Maintains thorough documentation and contributes to knowledge base development.
  • Participate in IT audits and compliance initiatives

QUALIFICATIONS:

• Bachelor's degree in IT or related field (preferred)
• 2+ years of progressive desktop support experience
• Strong proficiency in Windows OS, MS Office, and enterprise applications
• Experience with Citrix, VPN, Active Directory, and server environments
• Microsoft 365 tools - Intune, Office, Teams, Outlook
• Endpoint Detection & Response (EDR) tools

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS

• Frequently required to stand
• Frequently required to walk.
• Frequently required to sit.
• Frequently required to talk or hear.
• Occasionally required to lift light weights (less than 25 pounds)
• Specific vision abilities required for this job include: close vision, color vision and ability to adjust or focus

WORK ENVIRONMENT

• The noise level in the work environment usually is quiet.

Equal opportunity employer, and does not discriminate on the basis of race, color, religion, sex, pregnancy, national origin, disability, age, genetic information, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law.