- Company Name
- H-Tech Supports
- Job Title
- Desktop Support Technician
- Job Description
-
**Job title**
Desktop Support Technician
**Role Summary**
Provide Tier‑1 technical support for end‑user devices and applications, resolving incidents via ITSM tools and maintaining device inventory, while ensuring adherence to SLA and documenting solutions.
**Expactations**
- Resolve customer‑reported issues promptly and maintain ownership through closure.
- Adhere to SLA targets and update incident status accurately.
- Communicate clearly and professionally with users, vendors, and escalation teams.
- Keep knowledge base and SOP documents current and accessible.
**Key Responsibilities**
- **Technical Support** – Diagnose and fix L1 problems on laptops, desktops, printers, scanners, and peripherals; install & configure OS (Windows 10/11, macOS) and business apps (O365, browsers, VPN).
- **Network & Account Management** – Troubleshoot Wi‑Fi, LAN, VPN, IP, DNS; reset passwords, unlock accounts, modify permissions via Active Directory or Entra ID.
- **Video Conferencing** – Provide basic support for Zoom, Teams, WebEx.
- **Incident & Service Request Management** – Log, classify, and resolve incidents in ServiceNow, Jira, or Remedy; document steps; escalated to L2/L3 as needed.
- **Device & Software Management** – Deploy software, updates, patches; conduct imaging/re‑imaging with SCCM/MDT; perform asset inventory and routine device checks.
- **Customer Communication & Documentation** – Deliver status updates, troubleshooting instructions, and resolution notes; maintain KB articles and SOPs.
- **On‑Site Support (if required)** – Assist with meeting‑room equipment, docking stations, projectors, cable management, and desk setups; perform hardware replacements.
**Required Skills**
- Proficiency with Windows 10/11, macOS, and Office 365.
- Competent in Active Directory administration (password resets, group membership).
- Understanding of networking fundamentals (IP, DNS, DHCP, Wi‑Fi).
- Experience with ITSM platforms (ServiceNow, Jira, Remedy).
- Strong verbal and written communication, customer‑service orientation, and analytical problem‑solving.
**Optional / Nice‑to‑Have**
- SCCM, Intune, or other MDM experience.
- Basic PowerShell scripting.
- Printer and server room operations knowledge.
- Familiarity with antivirus, endpoint security, and MFA solutions.
**Required Education & Certifications**
- Minimum of a high‑school diploma or equivalent.
- Certifications preferred: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.