Desktop Support Technician

Key Responsibilities

Technical Support & End-User Services 

• Provide Tier II/III desktop and laptop support for end users in both onsite and remote environments

• Troubleshoot and resolve hardware, software, and access-related issues in a timely manner

• Support incident management, service requests, “how-to” inquiries, and detailed root cause analysis

• Escalate and coordinate issues with appropriate resolver groups when necessary

• Maintain strong customer service standards and communication throughout ticket resolution
 

Asset & Inventory Management 

• Perform laptop provisioning, imaging, software deployment, and device configuration

• Manage PC decommissioning, retirement preparation, and secure device wiping

• Track and maintain IT asset inventory and organizational records

• Support onboarding activities for approximately 10–15 new hires per week

Operational Support

• Utilize ticketing and workflow management systems to document and manage support requests

• Assist with service desk case routing, reclassification, and triage activities

• Support data collection efforts related to internal or client litigation requests

• Collaborate effectively with onsite engineers, service desk personnel, and cross-functional IT teams
 

Required Qualifications 

• Minimum 3+ years of experience in desktop support, technical support, or similar IT support role

• Strong customer service and interpersonal communication skills

• Experience supporting Windows environments and Microsoft technologies

• Ability to multitask and prioritize effectively in a fast-paced environment

• Proven ability to work independently and within a team setting

• Experience supporting executive and senior leadership users
 

Technical Skills 

• Microsoft Office Suite / Microsoft 365

• Outlook 365

• Active Directory

• SCCM

• Windows 11

• ServiceNow or comparable ticketing systems

• Basic Apple/Mac support experience preferred
 

Preferred Qualifications

• Experience with ServiceNow, Remedy, or similar ITSM platforms

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