Overview
We are seeking a highly responsive and customer-focused Desktop Support Technician to provide onsite IT support across a dynamic enterprise environment. This role is ideal for a hands-on technician with strong Windows and macOS expertise, capable of resolving end-user issues efficiently while delivering a high-quality service experience.
You will serve as a key point of contact for end users, supporting hardware, software, networking, and device lifecycle needs, while ensuring minimal disruption to business operations.
Key Responsibilities
- Provide onsite support for desktop, laptop, and peripheral issues (hardware and software)
- Troubleshoot and resolve Windows and macOS operating system issues, including performance, updates, and configurations
- Deliver Mac support (OS and applications) — a critical component of this role
- Perform password resets, system updates, and user access support
- Diagnose and repair hardware components (hard drives, displays, USB devices, etc.)
- Troubleshoot wireless connectivity and network-related issues
- Manage and restore user profiles, including configuration and application setup
- Install and support wireless certificates for workstations and tablets
- Support and distribute approved peripherals (keyboards, mice, webcams, tokens, power adapters, etc.)
- Coordinate and manage loaner device deployment, tracking, and lifecycle (wipe, repair, redeploy)
- Serve as a centralized pickup/drop-off point for end-user devices
- Support incident remediation following system updates, packaging, or deployments
- Fulfill service requests in alignment with SLA expectations
- Assist with application installations and configurations tied to user environments
- Collaborate with internal teams to resolve escalations and ensure service continuity
- Maintain accurate ticketing, documentation, and asset tracking
- Provide light coordination support for IT projects and weekly service tracking
Required Qualifications
- 2+ years of desktop/end-user support experience in an enterprise environment
- Strong expertise in:
- Windows OS (10/11)
- macOS support (OS + applications)
- Experience troubleshooting:
- Hardware (laptops/desktops/peripherals)
- Network and wireless connectivity issues
- Familiarity with:
- User profile management and restoration
- Device imaging and software deployment
- Ticketing systems (ServiceNow or similar)
- Strong customer service and communication skills
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
- CompTIA A+ or equivalent certification
- Experience supporting enterprise device lifecycle programs
- Exposure to asset management and inventory tracking tools
- Basic understanding of networking concepts and security protocols
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