001940 - Desktop Support

About the position

Desktop Support will assist End Users in resolving computer/network (hardware and software) related issues and implementing changes on behalf of the user. You will act as a liaison between the End User and the Windows and Networking departments.

Responsibilities

• Administer end-user workstations and support end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN).
• Investigate user problems and identify their source; determine possible solutions; test and implement solutions.
• Install, configure and maintain personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; add, upgrade, and configure disk drives, printers and related equipment.
• Perform and/or oversee software and application installation and upgrades.
• Maintain site licenses for department/organization.
• Plan and implement network security, including maintaining firewalls, configuring VPN, managing host security, file permissions, file system integrity, and adding and deleting users.
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
• Develop and conduct various training and instruction for system users on operating systems and other applications; assist users in maximizing use of networks and computing systems.
• Maintain strict confidentiality and data security protocols when accessing, processing, or storing sensitive end-user information and network data.
• Serve as technical liaison and provide IT consultation to personnel across all departments, ensuring seamless technology integration.
• Deliver comprehensive computer orientation and onboarding support to new hires and provide ongoing technical training to existing staff.
• Manage and resolve help desk tickets efficiently using ticketing systems, ensuring timely response and resolution tracking with clear communication to end users.
• Maintain accurate asset management records and conduct regular inventory tracking of all IT equipment, software licenses, and hardware deployments.
• Create and maintain comprehensive documentation of troubleshooting procedures, solutions, and IT processes to build organizational knowledge base.
• Provide reliable remote support capabilities using various tools and platforms to assist users regardless of location or connectivity challenges.
• Other duties as assigned.

Requirements

• Associate's degree in Information Technology, Computer Science, or equivalent IT certification required
• 1-2 years of hands-on IT support experience in a business environment
• Advanced proficiency with Windows 10/11 administration, configuration, and troubleshooting
• Expert-level knowledge of Microsoft Office Suite with ability to train and support end users
• Working knowledge of Active Directory fundamentals, Microsoft Intune, and Entra ID administration
• Strong hardware troubleshooting skills including desktops, laptops, printers, and peripheral devices
• Experience with or willingness to learn AI tools and emerging technologies
• Exceptional customer service skills with ability to communicate technical concepts to non-technical users
• Strong analytical and problem-solving abilities with systematic approach to issue resolution
• Proven ability to work independently, manage multiple priorities, and meet deadlines in fast-paced environment
• Patient, empathetic approach when assisting users with varying technical skill levels
• Stable, high-speed internet connection
• Experience with teleconferencing
• Access to a quiet workspace
• Smartphone/mobile device