Desktop Support Technician

You will provide white-glove end-user support through email, walk-ups, and Microsoft Teams. You will manage tickets and assets, repair Dell hardware, support Windows and Microsoft 365, deploy devices, troubleshoot VPN and printer issues, and assist with security-related endpoint matters.

Responsibilities

• Provide white-glove end-user support through email, walk-ups, and Microsoft Teams
• Maintain ticket hygiene and resolve issues promptly
• Manage tickets in FreshService
• Manage assets and inventory
• Troubleshoot and repair Dell desktop and laptop hardware
• Diagnose and resolve Windows 10/11 issues
• Install and troubleshoot Microsoft Office 365 applications
• Manage Windows 11 imaging and deployment
• Onboard new hires, contractors, and consultants on hardware
• Assist with MFA Authenticator and CrowdStrike endpoint issues
• Support Global Protect VPN connectivity and network-related endpoint problems
• Perform user data migrations
• Troubleshoot printer connectivity
• Install and troubleshoot approved software
• Promote IT security best practices and enforce acceptable use policies
• Provide progress updates to the IT End User Services Manager

Requirements

• Hands-on experience troubleshooting Dell desktop hardware and handling Dell RMA
• Experience with IT ticketing systems, preferably FreshService
• Experience troubleshooting endpoint VPN agent connectivity issues
• Experience with user data migration and endpoint setup
• Excellent communication and interpersonal skills
• Five years of experience with Microsoft Windows 10/11
• Five years of experience with Microsoft Office 365
• Microsoft Intune, Entra, or related certifications
• Experience supporting remote employees
• Familiarity with Dell Latitude hardware configurations
• Knowledge and practice of security best practices and clear desk policies