Desktop support Technician

Job Role – Desktop Support Technician
Job Summary
Desktop Technician will provide day to day local\remote desktop support, receive inbound calls,
answer questions, troubleshoot and document steps performed to resolve challenges with hardware,
software and application issues in a ticketing system. The candidate will also need to facilitate
customer resolution for calls and engage their supervisors and managers to ensure operational
consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break
Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating
systems and platforms, as well be able to provide support and apply desktop fault resolution for the
approved application suite. Ideal candidate should have relevant 2-3 years’ experience in Windows
Desktop support.
a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and
Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
f) Should have basic knowledge of Mac operating system, to support Apple pc users.
g) Install, upgrade, support and troubleshoot for printers, computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops, printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral
equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and
workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart
Devices and Telecoms.
l) This position requires the ability to work in a project-based environment requiring flexibility and
teamwork. Performs other duties as assigned.
Candidate Required Minimum Qualifications and Skills
a) Bachelor’s Degree or equivalent in Computer Science or related field.
b) CompTIA A+, Microsoft Certified Professional (MCP) or better.
c) Minimum of 18 months years of IT experience.
d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware
installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
e) Mobile device management including IOS and Android devices, Enterprise encryption solutions,
Windows PC/laptop management via Active Directory.
f) Proven analytical, troubleshooting and problem-solving skills.
g) Proven ability to multi-task, effectively determine priorities and meet SLA’s.
h) Excellent communication relationship-building and internal customer service skills.
i) Adaptable and flexible in a fast-changing industry and work environment.
j) Willing to work off-hours and weekends when required for projects or emergency support.

Job Requirements – Desktop Support Technician

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).

• Minimum 18 months to 3 years of hands-on experience in Desktop / End-User Support.

• Strong experience supporting Windows operating systems (Windows 7, 8.1, 10).

• Proficiency with Microsoft Office / Office 365 applications.

• Working knowledge of Active Directory, including user account management and Group Policy Objects (GPOs).

• Experience with PC hardware installation, troubleshooting, and break/fix support.

• Familiarity with enterprise antivirus and endpoint security solutions.

• Basic knowledge of macOS to support Apple desktop and laptop users.

• Experience supporting printers, peripherals, and accessories.

• Understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, DHCP) for basic connectivity troubleshooting.

• Exposure to mobile device management for iOS and Android devices.

• Experience using ITSM / Helpdesk ticketing systems for incident and request management.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to prioritize tasks, multitask, and meet SLA commitments in a fast-paced support environment.

• Excellent verbal and written communication skills with a customer-focused approach.

• Proven ability to work independently and collaboratively in a team-based environment.

• Flexibility to work in a project-driven, shift-based environment, including off-hours or weekends when required.

• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP) or higher are preferred.

The Desktop Support Technician is responsible for providing day-to-day local and remote technical support to end users within the IT Support Center. This role involves handling inbound support requests, troubleshooting and resolving hardware, software, operating system, and application issues, and accurately documenting resolutions in a ticketing system. The technician will deliver first and second level support, perform break/fix activities, and provide fault diagnosis across Windows and approved desktop platforms, with basic support for macOS environments.

The role requires close collaboration with internal teams, supervisors, and third-party vendors to ensure timely issue resolution, operational consistency across shifts, and adherence to defined SLAs. Responsibilities also include installing, upgrading, maintaining, and repairing desktops, laptops, printers, and peripherals; performing preventive maintenance; and supporting network connectivity and enterprise security tools. The ideal candidate will have 2–3 years of Windows desktop support experience, strong troubleshooting skills, and the flexibility to work in a project-driven, fast-paced environment, including off-hours support when required.