IT Support Technician

About This Role

The Desktop Support Specialist delivers high-quality technical support to end users by installing, configuring, and maintaining Windows-based devices, troubleshooting various technical issues, and contributing to system rollouts and documentation.

Responsibilities

• Install, configure, and maintain Windows corporate devices and peripherals, including providing off-hours support when needed
• Deliver direct end-user support and ensure all calls and tickets are accurately logged and managed in the ticketing system in a timely manner
• Communicate status updates and progress to customers throughout the lifecycle of their requests
• Troubleshoot a wide range of incidents, including Desktop, Application, Network, and Telecom issues
• Identify recurring incidents and escalate them appropriately for long-term resolution
• Support special projects and initiatives as assigned
• Prepare for upcoming releases and rollouts to anticipate user needs and inquiries
• Create and maintain technical documentation, training materials, and usage guides for both users and team members
• Research and resolve open incidents, ensuring thorough investigation and follow-through
• Provide management with insights and recommendations to improve service delivery
• Contribute new solutions and resolved issues to the knowledge base

Requirements

• Active Directory
• Windows 7
• Hardware troubleshooting
• Software troubleshooting
• Ticketing systems
• Desktop support

Qualifications

• Intermediate Level

Nice to Have

• Great customer service over the phones

Skills

* Required skills

Benefits