IT Support Technician

POSITION DESCRIPTION

Desktop Support Technician

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type:

Full-Time

POSITION SUMMARY

The Desktop Support Technician delivers first- and second-level technical support across local

and remote environments. Responsibilities include hardware and software troubleshooting,

incident documentation in the IT ticketing system, and resolution of issues involving operating

systems, enterprise applications, and peripheral equipment. This role requires proactive

communication with end users and timely escalation to maintain SLAs and operational

consistency across all shifts.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be

assigned as business needs require.

* Deliver first- and second-level technical support to end users for hardware, software, and

application issues via phone, remote access tools, and on-site assistance.

* Log, track, and maintain accurate documentation for all reported incidents and service

requests within the designated IT ticketing system.

* Install, configure, upgrade, and troubleshoot supported Windows operating systems

(currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.

• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other

organization-approved software.

* Install, configure, and troubleshoot printers, desktop computers, laptops, and other

authorized peripheral devices.

* Perform routine preventive maintenance on computers, laptops, and printers to ensure

continued operational reliability.

* Conduct remedial repairs on desktops, laptops, printers, and related peripheral

equipment.

* Utilize diagnostic tools to troubleshoot issues related to network connec...