Desktop Support Technician

Overview

The PC Support Technician plays a pivotal role in ensuring the smooth operation of an organization’s desktop computing environment. This individual will be responsible for providing day-to-day incident and request support to end users, as well as supporting the successful execution of a large-scale PC refresh project. The ideal candidate is a problem solver with a collaborative spirit, technical acumen, and dedication to outstanding customer service.
 

Key Responsibilities

• User Support & Incident Resolution
• Respond promptly to user-reported incidents and requests via ticketing system, email, phone, or in-person interactions.
• Troubleshoot and resolve hardware, software, and network connectivity issues across desktops, laptops, and peripheral devices.
• Document and escalate complex issues to higher-level IT staff as necessary, ensuring accurate tracking and clear communication with users.
• Educate end users on basic troubleshooting steps and best practices to foster self-sufficiency and reduce recurring incidents.
• Maintain detailed logs of support activities and resolutions for knowledge base development and trend analysis.

PC Refresh Project Execution

• Assist in planning and coordinating the logistics of the organization’s PC refresh project, including inventory tracking, scheduling, and communication with stakeholders.
• Prepare new PC hardware by imaging, configuring, and verifying the functionality of operating systems and essential applications according to company standards.
• Migrate user data, settings, and profiles from legacy devices to new workstations with minimal disruption to business operations.
• Deploy, install, and physically set up new workstations at users’ desks, ensuring proper connectivity and peripheral integration.

Required Skills

• 2+ years of experience in a desktop or IT support role, preferably within a medium-to-large enterprise environment.
• Strong knowledge of Windows operating systems (Windows 10/11), Microsoft Office Suite, and common business productivity applications.
• Experience with imaging, configuring, and deploying PC hardware in a business setting.
• Familiarity with common ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) and remote support tools.
• Excellent troubleshooting skills in diagnosing hardware, software, and network issues.
• Working knowledge of Active Directory user and device management.
• Basic understanding of network protocols, permissions, and security best practices.
• High degree of professionalism, integrity, and customer service orientation.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously
• Strong verbal and written communication skills.
• Relevant technical certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator) are a plus.

Preferred Qualifications

• Previous experience participating in PC refresh, hardware lifecycle, or technology rollout projects.
• Experience supporting Mac OS and mobile devices (iOS/Android).
• Familiarity with remote desktop management and deployment tools (e.g., SCCM, Intune, MDT).

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