Desktop Support

Location: Tulsa, OK
Experience Required: 7+ years

Job Summary

We are seeking an experienced Desktop Support Technician to provide desk-side and technical service desk support for desktop environments. The ideal candidate will have strong troubleshooting skills, experience with hardware and software support, IT service management (ITSM) tools, asset management, and desktop change management.

The candidate must have excellent customer service and communication skills, the ability to manage desktop deployment activities, and experience supporting Windows PCs, Mac hardware, printers, and other end-user devices.

Key Responsibilities

• Provide desk-side, technical service desk, and phone-based support for hardware, software, and network-related issues.

• Analyze data and prepare reports using Microsoft Office and ITSM tools.

• Coordinate desktop changes to avoid deployment conflicts and service interruptions.

• Prepare rollout requests, prioritize change requests, and develop implementation plans.

• Coordinate desktop change implementations and track requests to ensure completion as planned.

• Participate in incident management related to desktop changes and deployments.

• Support larger desktop technology projects, including antivirus rollouts and other software deployments.

• Apply change management processes and maintain accurate documentation.

• Troubleshoot and resolve issues involving desktops, laptops, printers, Mac hardware, Windows PCs, and common desktop applications.

• Support Active Directory, VPN connectivity, remote access, and remote desktop tools.

• Maintain accurate hardware asset inventory and support hardware asset management activities.

• Provide high-quality customer service while working with technical teams and end users.

• Work collaboratively with cross-functional teams in a fast-paced environment.

• Work flexible hours when required to support service desk coverage and participate in weekday pager/on-call support as needed.

Required Technical Skills

• Desk-Side Services: Hands-on experience in desktop support, technical service desk, or technical call center environments.

• Windows Environment: Knowledge of Windows desktop operating systems, including Windows XP and Windows 10, and Windows Server 2008, 2012, and 2016.

• Hardware Support: Troubleshooting and support for desktops, laptops, printers, Mac hardware, and other end-user devices.

• Asset Management: Experience with AMT Asset Management Software, hardware asset management, and inventory tracking.

• Active Directory: Knowledge of user and computer account administration and related troubleshooting.

• ITSM Tools: Experience with ServiceNow, Remedy, Client Service Center, or client Service Center.

• Remote Support Tools: Experience with TeamViewer, SMS, Bomgar, WebEx, Live Meeting, or Windows-native remote support tools.

• Microsoft Office: Working knowledge of Word, Excel, PowerPoint, Outlook, Microsoft Project, and Visio.

• Connectivity: Experience troubleshooting VPN, remote dial-in access, and client connectivity issues.

• Desktop Applications: Familiarity with Internet Explorer, Chrome, Firefox, Adobe Acrobat, WinZip, and other common desktop applications.

• Mobile Device Support: Experience supporting PDAs, BlackBerry devices, and other mobile devices.

Must-Have Skills

• AMT Asset Management Software

• Desk-Side Services

• Mac Hardware Management

• Hardware Asset Management

• Printer Hardware Management

• Windows PC Support

Required Experience

• Minimum 7 years of relevant experience in service desk, desk-side support, customer service, and hardware troubleshooting.

• Experience providing hardware, software, and network troubleshooting over the phone.

• Strong problem-solving skills and a systematic approach to issue resolution.

• Experience supporting desktop changes, rollout planning, and change management processes.

• Ability to document incidents, service requests, and troubleshooting steps accurately.

Preferred Certifications

• Microsoft MCP, MCSE, or MCSA

• CompTIA A+

• HDI Customer Service Representative (CSS)

• Cisco certification

• Knowledge of ITIL V2 or V3, particularly Service Desk, Incident Management, Problem Management, and Change Management

Soft Skills

• Excellent verbal and written communication skills.

• Strong documentation and reporting abilities.

• Excellent customer service and customer-handling skills.

• Ability to handle unexpected situations professionally.

• Strong teamwork, interpersonal effectiveness, and organizational skills.

• High attention to detail and commitment to quality.

• Ability to learn new technologies and processes quickly.

• Self-motivated, dependable, and committed to resolving issues through completion.

• Ability to work effectively in a fast-paced, cross-functional environment while following established processes and organizational standards.

Additional Requirements

• Ability to work flexible hours when needed to provide service desk coverage.

• Willingness to participate in weekday pager/on-call support as required.

• Commitment to delivering high-quality technical support and customer service.