IT Desktop Support Technician

Position Overview

Department: Information Technology.
Reports To: IT Manager.

The IT Desktop Support Technician is responsible for providing first and second-level technical support to end users across the organization. This includes installing, maintaining, and troubleshooting hardware, software, and network issues. The ideal candidate will possess strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced environment. The technician serves as a key point of contact for IT-related incidents, ensuring users are supported effectively and efficiently.

Key Responsibilities

• Provide desktop support for Windows and Mac systems, including laptops, desktops, printers, and mobile devices.
• Respond to service requests and incidents via ticketing system, email, phone, and in-person.
• Install, configure, and upgrade operating systems and software.
• Troubleshoot hardware and software issues, resolving them or escalating to higher-level IT staff when necessary.
• Maintain inventory of IT equipment, manage asset tracking, and document support activities.
• Assist in maintaining user accounts, permissions, and access rights in Active Directory and other systems.
• Support video conferencing tools, network connectivity, and remote access/VPN issues.
• Provide new hire onboarding IT setup and user training as needed.
• Ensure compliance with IT policies and procedures, including security standards.
• Collaborate with other IT team members on projects, rollouts, and systems upgrades.
• Monitor and maintain endpoint protection software and updates.
• Maintain strong communication with internal users, documenting resolutions and recurring issues for continuous improvement.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2+ years of experience in a desktop support or help desk role.
• Proficiency with Windows 10/11 and macOS operating systems.
• Solid understanding of Microsoft Office 365, Teams, and OneDrive.
• Experience with Active Directory, user provisioning, and group policy.
• Knowledge of basic networking concepts (IP, DNS, DHCP, VPN).
• Ability to diagnose and repair hardware/software issues independently.
• Strong organizational, communication, and customer service skills.
• Ability to prioritize multiple tasks and work with minimal supervision.
• Familiarity with remote desktop tools and ticketing systems (e.g., Jira, ServiceNow, or Zendesk).

Preferred Qualifications

• Bachelor’s degree in IT-related field.
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
• Experience supporting cloud environments such as Microsoft Azure or Google Workspace.
• Experience supporting VoIP systems.
• Familiarity with MDM tools (Intune, JAMF, etc.).
• Exposure to scripting (PowerShell, Bash) for automation.
• Experience in a multi-site or remote work environment.

About Company

Founded in 2010, Wisemen Multimedia, LLC (EIN 27-2836493, DUNS 034-931-168, UEI QMEAXFXBFFT3) is a HUBZone certified hybrid digital business ecosystem creator for people, processes, and technologies. Our principal office is located at Peachtree Dekalb Airport in a designated Opportunity Zone. If you reside in a Historically Underutilized Business Zone (HUBZone), please use the following link to verify your eligibility: HUBZone Map.