Desktop Support Technician

Position Summary

We are seeking a Desktop Support Technician with strong technical expertise and excellent customer service skills. The ideal candidate will be responsible for installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance. You will troubleshoot tickets in a timely and accurate manner and provide support for a range of enterprise technologies and IT equipment for our corporate user base.

Key Responsibilities

Hardware Support

• Provide day-to-day technical support for desktop and laptop systems (Windows and/or macOS) as well as printers, scanners and other IT hardware as needed.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Configure and maintain operating systems and support approved business applications.

Active Directory (AD) Administration

• Create, modify, and disable user accounts and groups following company policies.
• Troubleshoot login and authentication issues.

Microsoft 365 & Exchange Online

• Support end-users with Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
• Perform basic troubleshooting for Exchange Online mailboxes and permissions.

Intune Device Management

• Enroll devices and ensure compliance policies are met.
• Troubleshoot Intune-related issues such as device enrollment problems, profile configurations, and application deployment errors.

Conference Room & AV Equipment

• Set up and maintain conference room technology including TVs, projectors, video conferencing systems, and other audio-visual equipment.
• Coordinate with vendors to manage repairs and upgrades.
• Troubleshoot connectivity and configuration issues quickly to minimize downtime.

Ticket Management & Documentation

• Maintain detailed records of service desk requests in ticketing system.
• Follow standard operating procedures to escalate issues when necessary and meet service-level agreements (SLAs).
• Document resolutions, technical tips, and best practices to build internal knowledge base.

Customer Service & Collaboration

• Provide exceptional customer service and communicate clearly with end-users of varying technical proficiency.
• Collaborate with other IT teams (Network, Security, Server Admins) on cross-functional projects and escalations.

Technical Skills

• Proficiency with Windows operating systems (Windows 10/11) and/or macOS.
• Hands-on experience with Active Directory (user and computer management).
• Familiarity with Microsoft 365 administration (Accounts, Teams, OneDrive, SharePoint) and Exchange Online.
• Basic Intune administration (device enrollment, policy application).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Ability to configure and troubleshoot peripheral devices (printers, scanners, etc.).
• Experience supporting conference room AV setups (TVs, projectors, Zoom/Teams Rooms).

Soft Skills

• Strong verbal and written communication skills.
• Excellent problem-solving and multitasking abilities.
• Outstanding customer service orientation and the ability to work well with users at all levels.
• Detail-oriented with strong organizational skills.

Required Qualifications

• 2 years of experience in hands on Desktop Support, Technical Support, or Help Desk role.
• 2 years of experience utilizing a ticketing system for IT support.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Desktop support: 2 years (Preferred)

Ability to Commute:

• Sugar Land, TX 77478 (Required)

Ability to Relocate:

• Sugar Land, TX 77478: Relocate before starting work (Preferred)

Work Location: In person

Salary : $50,000 - $55,000