Desktop Support Technician

•       Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.

•       Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.

•       Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.

•       Provide foundational support for macOS environments to assist users of Apple devices.

•       Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.

•       Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.

•       Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.

•       Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.

•       Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.

•       Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.

•       Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.

•       Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.

•       Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.

Perform other duties as assigned by management in support of departmental and organizational objectives.