Description

• Resolve Service Desk incidents and requests within SLA
• Provide face‑to‑face and virtual end user support
• Deploy systems, equipment, applications, and updates
• Troubleshoot WAN/LAN/Wi‑Fi issues and support infrastructure projects
• Manage hardware inventory and coordinate replacements
• Support telephony, video conferencing, and breakroom equipment
• Maintain documentation and knowledge base articles
• Provide end user training as needed
• Maintain AD/Entra ID profiles, groups, and access provisioning
• Identify automation opportunities to improve support operations

Required Experience

• 3–5+ years as a Desktop Support Technician
• Experience supporting 300–500+ user environments
• 2+ years hardware troubleshooting in manufacturing (preferred: medical device)
• 2+ years Active Directory maintenance
• Experience supporting executives and VIPs
• Hands‑on support for Windows 10/11 and macOS

Skills & Certifications

• CompTIA A+ or MCDST preferred
• Bachelor’s degree in a technical discipline required
• Strong analytical and problem‑solving skills
• Excellent communication and customer service skills
• Adaptability and willingness to learn evolving technologies

Technical Skills

• OS: Windows 10/11, macOS, basic Linux
• Suites: O365, SharePoint, G Suite, Exchange
• Endpoint tools: Intune, JAMF, SCCM, NinjaOne
• Identity: AD, Azure AD
• Networking: TCP/IP, DNS, DHCP, VPN, 802.1x
• Ticketing: ServiceNow, Jira Service Management
• Hardware: PC/Mac, mobile devices, peripherals

Key Skills

Education

Bachelor's degree