Information Technology Desktop Support

About This Role

Job Summary

An IT Desktop Support technician installs, configures, and maintains computers, software, and peripheral hardware to ensure optimal performance. They serve as the primary contact for troubleshooting technical issues in person or remotely, documenting solutions, managing user accounts, and supporting network connectivity. Key responsibilities include maintaining hardware inventory, deploying software patches, and ensuring compliance with IT policies.

Key Responsibilities

• Hardware/Software Support: Install, upgrade, and maintain PCs, laptops, printers, scanners, and software applications.
• Troubleshooting: Diagnose and resolve hardware and software failures, connectivity issues, and user errors.
• User Support: Act as the first point of contact for employee technical support, resolving issues via phone, email, or in-person.
• System Maintenance: Apply OS patches, updates, and antivirus updates to maintain security.
• Asset Management: Manage IT inventory, including tracking, deploying, and retiring equipment.
• Documentation: Maintain accurate records of support requests, solutions, and, sometimes, asset tracking in a ticketing system.

Required Skills and Qualifications

Core Technical Skills

• Operating Systems: Expert knowledge of MS Windows, Mac OS, and basic Linux.
• Hardware Troubleshooting: PC/laptop repair, printer maintenance, and peripheral device setup.
• Networking Fundamentals: Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi configuration.
• Software & Tools: Microsoft Office 365, Active Directory, Microsoft Intune, and Ticketing Systems (e.g., Service Now, Jira).
• Security: Basic cybersecurity knowledge, including antivirus installation, encryption solutions, and password management.

Soft Skills & Competencies

• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently.
• Communication: Excellent verbal and written communication skills to explain technical issues to non-technical users.
• Customer Service: Patient and empathetic approach when assisting users.
• Time Management: Ability to prioritize tasks and meet Service Level Agreements (SLAs).

Qualifications & Education

• Education: Bachelor’s degree in Computer Science, IT, or a related field; an associate degree or relevant experience may suffice.
• Certifications: CompTIA A+, Microsoft Certified Professional (MCP), Microsoft 365 Certified, or Cisco Certified Support Technician (CCST).
• Experience: Prior experience in help desk, IT support, or customer-facing technical roles is highly preferred.