Desktop Support Technician

Title: Desktop Support Technician

Overview/Description: The Desktop Support Technician is primarily responsible for configuration, management, and support of IT assets. They will be the first point of contact for new computer deployments and assist the IT team in handling help desk tickets and service requests. This includes on-site and remote support for employees in the use of their computers, mobile devices, and enterprise systems.

This position is not eligible for telecommuting and will report for work in our corporate office.

Responsibilities:

• Install, configure, upgrade, and/or support IT assets including laptops, desktops, servers, mobile devices, printers, switches, firewalls, wireless access points, and phones.
• Communicate with employees via phone, e-mail, and Teams to quickly resolve technical issues with a positive attitude and professional demeanor.
• Utilize a centralized ticketing system to track, manage, and resolve issues and service requests. Monitor and prioritize issues and service requests. Escalate tier two and tier three issues to the in-house IT team.
• Manage and track IT assets within IT asset management system.
• Provide support for telecommunication systems.
• Create and update technical support documentation, policies, and standard operating procedures.