Desktop Support Technician

Responsibilities

• Respond to end-user incidents and service requests, working to resolve issues efficiently and professionally while building rapport with the user base
• Maintain accurate ticket status and document troubleshooting steps and resolution details for incidents and service requests in the company service tracking system
• Create and manage user accounts and profiles; provide support for password and access issues
• Process offboarding activities, including disabling terminated and expired accounts, in accordance with IT and HR procedures
• Build, image, and deploy new user computers and conduct initial user orientation/training as needed
• Maintain asset records for IT equipment and software licensing
• Create and maintain end-user documentation, support procedures, and knowledge base articles
• Support and maintain Microsoft 365 applications, including Outlook connectivity and Teams collaboration tools
• Monitor, triage, and remediate virus and malware-related issues
• Maintain quality of service by enforcing desktop and organizational standards
• Diagnoses and resolve hardware and software faults, including Windows PC and Mac hardware and software
• Repair and replace computer and peripheral hardware
• Learn and support the rollout of new applications
• Work with the IT Purchasing Analyst to obtain quotes for hardware and software
• Manage stock of equipment, consumables, and other supplies
• Maintain the IT computer hardware lifecycle, including refresh, redeployment, and decommission
• Create and manage phone extensions and basic telephony user settings, as applicable
• Install, upgrade, support, and troubleshoot printers and authorized peripheral equipment
• Maintain physical office infrastructure (e.g., cabling, AV equipment, conference rooms)
• Manage the local physical security system, as assigned.
• Perform and assist with project work, as assigned.
• Provide on-call and after-hours support, as required.