Desktop Support
Job OverviewWe are seeking a skilled Desktop Support / Field Services Technician to provide hands-on technical support for end-user computing devices, collaboration tools, and IT infrastructure across multiple locations. The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting Windows, macOS, mobile devices, and enterprise productivity tools.This role involves desktop support, hardware break-fix, conference room support, asset management, incident management, and white-glove executive support in a fast-paced enterprise environment.Key Responsibilities Technical Support & TroubleshootingProvide onsite support for desktops, laptops, printers, mobile devices, and peripheralsDiagnose and resolve hardware, software, and network connectivity issuesPerform installations, upgrades, imaging, and device configurationsSupport conference room technology and audiovisual equipmentExecute hardware repairs and break-fix activitiesService Delivery & Customer SupportRespond to incidents and service requests within SLA timelinesDeliver white-glove support for executive and VIP usersAssist with onboarding, device setup, and user transitionsCommunicate technical issues clearly to non-technical usersEnsure high-quality customer experience and timely issue resolutionAsset & Inventory ManagementTrack IT assets and maintain accurate inventory recordsPerform asset tagging and CMDB updates in ServiceNowCoordinate equipment deployment, refreshes, and decommissioningManage staging and imaging activities for new devicesIncident & Request ManagementLog and resolve incidents using ServiceNow or similar ITSM toolsEscalate complex issues to higher-level support teamsFollow SOPs, knowledge base articles, and operational proceduresDocument troubleshooting steps and technical solutionsCollaboration & OperationsCoordinate with vendors, remote teams, and internal IT groupsSupport IT rollouts, migrations, and special projectsParticipate in disaster recovery and business continuity supportPerform proactive site walks and equipment health checksRequired QualificationsAssociate degree in IT, Computer Science, or equivalent experience2+ years of desktop support or field services experienceExperience supporting Windows 10/11 and macOS environmentsKnowledge of iOS and Android mobile device supportExperience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePointUnderstanding of Active Directory, DNS, DHCP, and network troubleshootingExperience with ServiceNow or similar ITSM platformsFamiliarity with MDM tools such as Intune or AirWatchStrong hardware troubleshooting and repair skillsPreferred SkillsExperience with executive/VIP supportKnowledge of cybersecurity best practicesExperience with AV/conference room supportFamiliarity with asset lifecycle managementExposure to enterprise IT environments and multi-site support