IT Desktop Support Technician

Job Description

Job Description

Position Overview

We are seeking an experienced Onsite Desktop Support Technician to provide high-touch technical support for end users, including executive leadership and VIP personnel. This role requires exceptional customer service, strong troubleshooting skills, and the ability to support desktop hardware, software, conferencing technologies, and enterprise IT infrastructure in a fast-paced environment. The ideal candidate thrives under pressure, communicates effectively with users at all organizational levels, and delivers a true white-glove support experience.

Key Responsibilities

• Provide onsite desktop, laptop, and technical support for employees, including executive (C-Level) users and VIPs.
• Deliver white-glove customer service while setting clear expectations for issue resolution and next steps.
• Install, configure, troubleshoot, and maintain Windows desktops and laptops.
• Support conference rooms, audio/video equipment, Microsoft Teams devices, and meeting technologies.
• Respond to ServiceNow incidents and service requests while meeting defined Service Level Agreements (SLAs).
• Perform PC lifecycle management, including installations, upgrades, refreshes, moves, additions, changes, and equipment retirement.
• Install, configure, and support network printers, scanners, and multifunction devices.
• Manage desktop security, antivirus, patch compliance, and endpoint management solutions.
• Maintain accurate asset inventory and Configuration Management Database (CMDB) records.
• Support company-wide PC migration and hardware refresh projects.
• Troubleshoot networking, connectivity, hardware, software, and peripheral issues.
• Coordinate hardware and software procurement as needed.
• Document incidents, repairs, installations, and resolutions within ServiceNow.
• Provide user training and technical guidance when appropriate.
• Collaborate with internal IT teams and third-party vendors to resolve technical issues.
• Support continuous improvement initiatives and IT operational best practices.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of experience and certifications.
• Minimum 3 years of experience in desktop support, IT support, or service desk environments.
• Strong knowledge of Windows 7, Windows 10, and Windows 11 administration and support.
• Professional experience supporting desktop and laptop hardware.
• Working knowledge of TCP/IP networking and general network troubleshooting.
• Experience supporting audio/video conferencing systems.
• Strong written and verbal English communication skills.
• Ability to read and interpret technical documentation and standard operating procedures.
• Excellent troubleshooting, prioritization, and multitasking abilities.

Preferred Qualifications

• Experience providing white-glove executive (VIP/C-Level) support.
• Experience using ServiceNow ticketing system.
• Knowledge of ITIL principles and IT service management best practices.
• Experience with Tanium, endpoint management, antivirus platforms, and patch management.
• Familiarity with Apple macOS, iOS, and Android devices.
• Experience supporting Microsoft Teams Rooms, collaboration technologies, and mobile devices.
• Microsoft certifications and networking certifications (such as ICND1 or equivalent) are highly desirable.

Key Skills

• White-glove customer service and executive support.
• Desktop hardware and software troubleshooting.
• Microsoft Windows administration.
• ServiceNow incident management.
• Microsoft Teams and collaboration technology support.
• Audio/Video conference room support.
• TCP/IP networking fundamentals.
• Asset management and CMDB administration.
• Strong analytical, organizational, and problem-solving skills.
• Excellent interpersonal and communication skills.

Physical Requirements

• Ability to move and install desktop computers, monitors, laptops, and peripheral equipment.
• Frequent walking between offices, conference rooms, and support locations.
• Ability to lift and transport IT equipment as needed.
• Ability to work onsite five days per week in a fast-paced enterprise environment.