Desktop Support - WSOP

Job Description: Desktop Support Technician

Position Summary:
We are seeking a skilled and customer-focused Desktop Support Technician to join our IT team. The ideal candidate will be responsible for providing technical assistance and support to end users, ensuring seamless operation of hardware, software, and network systems. This role requires excellent problem-solving skills, a proactive mindset, and strong communication abilities to resolve issues effectively and maintain high levels of customer satisfaction.

Key Responsibilities:

• Provide first-level support to users for hardware, software, and network-related issues via phone, email, or in-person.
• Diagnose, troubleshoot, and resolve technical problems with desktops, laptops, printers, peripherals, and mobile devices.
• Install, configure, and update hardware, operating systems, and applications, ensuring compliance with company policies.
• Maintain and manage user accounts, permissions, and security settings in Active Directory and other systems.
• Set up and support video conferencing equipment and provide technical assistance during virtual or in-person meetings.
• Document support issues, solutions, and best practices in a ticketing system for future reference and improvement.
• Collaborate with other IT teams to escalate and resolve complex issues as needed.
• Conduct regular maintenance and updates to ensure all equipment and systems are secure and functioning optimally.
• Assist in hardware and software inventory management and procurement planning.
• Provide training and guidance to end users to enhance their understanding and use of technology resources.

Qualifications and Skills:

• Proven experience in a desktop support, helpdesk, or similar technical support role.
• Strong knowledge of Windows and macOS operating systems, including troubleshooting and configuration.
• Familiarity with Microsoft Office Suite, VPNs, and other commonly used business applications.
• Basic understanding of networking concepts, such as TCP/IP, DNS, and Wi-Fi troubleshooting.
• Experience with Active Directory, Office 365, and remote desktop tools.
• Excellent communication and interpersonal skills to interact effectively with end users at all levels.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong problem-solving and analytical skills with attention to detail.

Preferred Qualifications:

• IT certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator, or equivalent.
• Experience in supporting event-specific IT needs (e.g., tournaments, conferences).
• Knowledge of ticketing systems like ServiceNow or Jira.

Work Environment:

• Ability to work flexible hours, including nights and weekends, as required for urgent support or special events.
• Occasional lifting of equipment (up to 50 lbs).

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