Desktop Support Technician

Position Overview

Desktop Support Technician will provide day-to-day local/remote desktop support by receiving inbound calls, answering questions, troubleshooting, and documenting steps performed to resolve challenges with hardware, software, and application issues using a ticketing system. The role involves facilitating customer resolutions and engaging supervisors to ensure operational consistency throughout the IT Support Centre. The ideal candidate should have relevant 3-5 years experience in Windows desktop support.

Key Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Provide basic support for Apple PC users with knowledge of the Mac operating system.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Utilize diagnostic tools to troubleshoot problems related to network connectivity and workstation hardware/software.
• Apply broad IT knowledge, including basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Work in a project-based environment that requires flexibility and teamwork while performing other duties as assigned.

Required Qualifications

• Bachelor’s degree or equivalent in Computer Science or a related field.
• Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) or better.
• Minimum of 18 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory (including GPO utilization), MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
• Experience with mobile device management for iOS and Android, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptability and flexibility in a fast-changing industry and work environment.
• Willingness to work off-hours and weekends when required for projects or emergency support.