Desktop Support Technician

We are looking for a customer-oriented and technically proficient Desktop Support Technician to provide onsite second-line support for end-user environments and infrastructure services. The successful candidate will serve as the primary onsite IT contact, delivering hands-on assistance for desktops, laptops, mobile devices, printers, video conferencing systems, and related technologies. This role also involves supporting Network and Compute infrastructure teams by assisting remote experts with troubleshooting, installations, upgrades, and maintenance tasks. This position is ideal for an IT professional who enjoys direct user interaction, problem-solving, and delivering excellent customer service in a corporate setting.

Key Responsibilities

- Install, configure, upgrade, and troubleshoot Windows and macOS operating systems.
- Support desktops, laptops, printers, mobile devices, video conferencing systems, and other peripherals.
- Respond to and resolve user incidents and service requests within agreed service levels.
- Perform hardware diagnostics, repairs, replacements, and preventive maintenance.
- Troubleshoot application, hardware, operating system, and connectivity issues.
- Manage incidents from identification through to resolution, escalating when necessary.
- Provide support for software installations, updates, and configurations.
- Deliver onsite support for Network and Compute infrastructure activities.
- Assist remote Subject Matter Experts (SMEs) and OEM engineers with network device troubleshooting, server and compute hardware support, rack and stack activities, equipment installations and upgrades, cable management, and connectivity checks.
- Follow documented procedures and SME instructions to ensure task completion.
- Log, update, and maintain incident and service request records in the IT Service Management system.
- Ensure all support activities are accurately and professionally documented.
- Create and update user guides, knowledge base articles, and technical documentation.
- Contribute to service reporting and operational metrics.
- Support continuous service improvement initiatives.
- Provide exceptional customer service and maintain a professional presence.
- Communicate effectively with both technical and non-technical users.
- Build positive relationships with stakeholders and end users.
- Manage multiple priorities while maintaining high-quality service delivery.
- Participate in technical training and certification programs.
- Stay current with emerging technologies and support processes.
- Adhere to customer operating procedures, security policies, and compliance requirements.
- Perform additional support activities aligned with skills and experience.

Required Qualifications

- 2-4 years of experience in Desktop Support, Field Support, End User Computing (EUC), or IT Support roles.
- Experience supporting enterprise users in corporate environments.
- Proficiency in Windows 10/11 and macOS administration and support.
- Strong knowledge of desktop and laptop support, printer support, mobile device support (iPhone, Android), video conferencing technologies, and hardware installation and troubleshooting.
- Familiarity with Microsoft Office Suite, Outlook, and Microsoft 365 applications.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
- Experience with Active Directory and domain environments.
- Exposure to virtual desktop and virtualized environments.
- Knowledge of Mobile Device Management (MDM) platforms and data backup and recovery principles.
- Experience using ServiceNow or equivalent IT Service Management platforms.
- Understanding of incident, request, and change management processes within ITIL-aligned support environments.
- Excellent customer service and user engagement skills.
- Strong verbal and written communication abilities.
- Analytical and problem-solving mindset.
- Ability to work independently with minimal supervision.
- Strong organizational and time-management skills.
- Attention to detail and accurate documentation practices.
- Ability to perform effectively under pressure.
- Professional appearance and conduct in customer-facing environments.
- Flexibility and adaptability to changing priorities.

Preferred Qualifications and Certifications

- Relevant educational qualification in Information Technology, Computer Science, or equivalent.
- CompTIA A+ certification.
- Microsoft Certified Professional (MCP).
- Microsoft Certified Solutions Expert (MCSE).
- OEM hardware certifications.
- ITIL Foundation Certification.

This role offers the opportunity to develop technical skills in a dynamic enterprise environment while delivering critical support to end users and infrastructure teams.