IT Support / Desktop Support Technician (Entry Level)

• Respond to user support requests and technical incidents in a timely and professional manner.
• Log, update, track, and close support tickets using an IT service management (ITSM) / ticketing system.
• Prioritize tickets based on urgency and business impact.
• Escalate complex or critical issues to the appropriate technical team.
• Keep users informed about the status of their support requests.

• Perform basic system health checks and resolve issues that could affect system performance or security.
• Ensure computers meet required security and software standards.
• Support activities such as:
• Security patching
• Disk encryption
• Antivirus protection
• Software updates
• Backup checks
• Follow company IT and security policies.

• Provide friendly and professional technical support to both technical and non-technical users.
• Explain technical issues and solutions in simple, easy-to-understand language.
• Build positive relationships with clients and users.
• Handle multiple support requests while maintaining a high level of customer service.

• 1+ year of experience in IT support, desktop support, technical support, or a similar role.
• Hands-on experience installing, configuring, and troubleshooting computers and software.
• Experience supporting users in a corporate IT environment.
• Experience using an IT ticketing / case management system.
• Experience supporting Microsoft 365 / Office 365.
• Strong troubleshooting and problem-solving skills.
• CompTIA A+ certification is preferred, or equivalent hands-on experience.

Experience with some or most of the following technologies is preferred:

• Lenovo ThinkPad laptops
• Apple MacBooks / macOS

• Adobe Suite

• Casper / Jamf or similar Mac management tools
• McAfee / enterprise antivirus solutions
• PingID or similar MFA solutions
• CrashPlan or similar backup solutions
• ITSM / service desk ticketing systems

• Strong customer service and communication skills.
• Positive attitude and a team-oriented approach.
• Ability to communicate effectively with both technical and non-technical users.
• Strong analytical and troubleshooting abilities.
• Good attention to detail.
• Ability to prioritize tasks and manage time effectively.
• Comfortable working in a fast-paced environment.
• Ability to learn new technologies and adapt to changing requirements.
• Ability to remain calm and professional when handling urgent technical issues.

Success in this role will be measured by:

• Meeting agreed Service Level Agreement (SLA) targets.
• Responding to and resolving support requests within expected timelines.
• Maintaining accurate and up-to-date ticket information.
• Providing a high level of customer satisfaction.
• Meeting agreed productivity and utilization expectations.

This is a hands-on IT support role.

You will help users when their computers, applications, operating systems, VPN, or other IT services are not working properly.

You will troubleshoot the issue, fix it when possible, document the solution, and escalate it when additional technical expertise is required.

If you enjoy troubleshooting computers, helping people, and working with both Windows and Mac environments, this could be a great fit.

• Ability to lift and move equipment weighing up to 30 pounds when required.
• This is an onsite position, so candidates must have reliable transportation to travel to the work location.

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