Job Summary: We are seeking a skilled and experienced
Desktop Support Technician to join our IT support team. The ideal candidate is proactive, customer-focused, and thrives in a fast-paced environment. You will be responsible for providing Level 2 technical support, both remotely and on-site, across a range of hardware and software platforms. A strong working knowledge of Windows 10, field support, inventory management, and adherence to SLAs is crucial. Experience with ServiceNow and basic MacOS knowledge is a plus.
Key Roles & Responsibilities: - Respond to requests for assistance from end users via emails, phone calls, and walk-ups.
- Respond to incidents and service requests in ServiceNow within defined SLA targets, ensuring timely resolution and proper documentation.
- Provide technical support either by phone, remote access, or site visits as needed.
- Maintain a high level of customer service and professionalism, ensuring a positive user experience in every interaction.
- Support and maintain inventory of IT assets, ensuring accurate tracking, tagging, and lifecycle management.
- Collaborate with other IT teams (network, systems, security) to escalate and resolve complex issues.
- Maintain, upgrade, and configure computers, laptops, printers, & other peripheral devices
- Provide technical support to users regarding software and hardware issues.
- Install, configure, test, and maintain operating systems, software, and hardware.
- Be available to participate in the on-call support rotation approximately once every 4 to 6 weeks, responding to high-priority incidents after hours as needed.
Required Skills/Qualifications: - 2+ years of experience in a desktop support or field services role.
- Hands-on experience supporting Windows 10 environments (MacOS a plus).
- Proficiency in troubleshooting software, hardware, and network issues.
- Understanding of SLA compliance, incident management, and escalation procedures.
- Ability to follow documented processes and SOPs precisely.
- Excellent interpersonal, communication, and customer service skills.
- Strong attention to detail and organizational skills.
- Valid driver's license
Mandatory Skills Desktop support or field services role