DESKTOP SUPPORT ADMINISTRATOR

Desktop Support Administrator

Reports To: IT Manager / Director of IT

Position Summary

The Desktop Support Administrator is responsible for providing technical support and maintenance for end-user computing environments. This role ensures optimal workstation performance, user productivity, and secure IT operations by troubleshooting hardware, software, and network-related issues. The Desktop Support Administrator serves as a key point of contact for internal technical support and plays a critical role in maintaining IT standards and security policies.

Key Responsibilities

End-User Support

• Provide first- and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals
• Respond to help desk tickets and resolve technical issues in a timely manner
• Install, configure, and maintain operating systems and software applications
• Assist users with password resets, account access, and system permissions
• Provide onboarding and offboarding IT support for employees

System Administration & Maintenance

• Manage workstation imaging, deployment, and patch management
• Maintain Active Directory accounts, groups, and policies
• Monitor system performance and ensure updates and security patches are applied
• Maintain inventory of IT assets and equipment
• Support antivirus, endpoint protection, and security compliance initiatives

Network & Infrastructure Support

• Troubleshoot basic network connectivity issues (LAN/WAN/VPN/Wi-Fi)
• Assist with server maintenance and system backups
• Support cloud-based systems such as Microsoft 365 or Google Workspace
• Coordinate with vendors for hardware repairs and warranty support

Documentation & Compliance

• Maintain accurate documentation of systems, configurations, and procedures
• Create and update technical support guides and knowledge base articles
• Ensure compliance with company IT policies and cybersecurity standards

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 2–5 years of desktop support or IT help desk experience
• Strong knowledge of Windows and/or macOS environments
• Experience with Active Directory, Microsoft 365, and endpoint management tools
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service abilities

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Familiarity with virtualization technologies
• Experience with cybersecurity best practices

Key Competencies

• Technical proficiency
• Attention to detail
• Customer-focused mindset
• Time management and prioritization
• Ability to work independently and collaboratively

Physical Requirements

• Ability to lift and move IT equipment (up to 50 lbs)
• Ability to work at a desk for extended periods