Desktop Support Technician
Posted Updated
Summary
Front-line IT support role in London: troubleshooting desktops, laptops, and peripherals, managing a Jira Service Desk ticket queue, imaging and deploying machines, and maintaining a secure, compliant environment. Core stack includes Microsoft 365, Active Directory, Entra/Intune, Autopilot, and TeamViewer.
- The End User Services Technician is responsible for providing high-quality technical support to end users across the organization, ensuring the uptime, stability, and performance of desktops, laptops, and peripheral devices
- This role exists to troubleshoot, maintain, and optimize end-user systems, support remote and on-site employees, and implement IT projects that enhance the technology experience
- The Desktop Support Technician serves as a primary point of contact for IT issues, contributes to IT process documentation, and supports the organization in maintaining a secure and compliant IT environment
- Identify and determine functional and technical requirements based on user interactions and knowledge of enterprise architecture
- Provide technical support to end users via remote tools such as TeamViewer and resolve issues reported through Atlassian JIRA Service Desk and tasks assigned by management
- Ensure uptime, stability, and performance of end-user systems, including desktops, laptops, peripherals, and software, by troubleshooting, debugging, and upgrading operating systems, applications, and hardware as needed
- Deploy, configure, and image computers during new hire onboarding or equipment refresh cycles
- Prepare and maintain presentation equipment such as projectors, webcams, and screens for corporate events
- Support IT management in planning project schedules, technical direction, and compliance initiatives
- Maintain a solid understanding of on-premises IT infrastructure, including DHCP, DNS, network drives, and NTFS permissions
- Support enforcement of SOC2 Security Trust Services Services Principal controls as mandated by the AICPA
- Manage the Jira ticket queue, prioritizing incoming requests based on urgency and impact and performing basic upfront troubleshooting to resolve or appropriately route issues
- Perform password resets and provide general account support, including account unlocks, access provisioning, and troubleshooting login or authentication issues for end users
- Create and maintain knowledge base articles to document common issues, resolutions, and support procedures, ensuring content stays accurate and up to date as systems and processes evolve
- Proficiency with Active Directory, Group Policy, Microsoft Entra admin center, Intune Microsoft 365, Autopilot, and related tools
- High integrity and a proactive, positive approach to work, thriving in a fast-paced, entrepreneurial environment
- Familiarity with deploying and managing end-user systems, network devices, and productivity software
- Excellent communication skills, capable of explaining technical concepts to non-technical users
- Broad understanding of operating systems, hardware, networking equipment, and desktop infrastructure
- Bachelor’s degree (BA/BS) in Information Technology, Computer Science, or related field preferred; or equivalent professional experience
- Track record of learning and applying new technologies to resolve IT problems efficiently
- Experience providing desktop support in a global environment, particularly with Microsoft and Dell products
- Strong problem-solving, critical thinking, and decision-making skills
- Industry certifications (e.g., Microsoft 365, CompTIA A+) are a plus