IT Desktop Support Technician I

Project Overview

Client is seeking an IT Desktop Support Technician I to provide professional, reliable support to corporate and store employees. This role focuses on installing, configuring, and troubleshooting hardware, operating systems, mobile devices, and software applications. The technician will handle tickets through ServiceNow, support internal users, and deliver strong customer service in every interaction.

Key Responsibilities

• Diagnose and resolve complex desktop issues for on-site and remote users, implementing corrective solutions as needed.
• Research and recommend hardware products that support business needs and procurement decisions.
• Own incidents from initial analysis to temporary or permanent resolution, escalating appropriately when required.
• Install, configure, and maintain software packages, upgrades, and operating systems.
• Provide support within established Service Level Agreements (SLAs) through the ServiceNow ticketing system.
• Install, configure, monitor, and troubleshoot end-user devices, network hardware, peripherals, printers / scanners, and presentation equipment.
• Troubleshoot wired and wireless network connectivity issues.
• Coordinate with vendors to resolve hardware and software problems.
• Collaborate with Technology team members to maintain a stable desktop computing environment.
• Communicate clearly with both technical and non-technical users across the organization.
• Create and maintain support documentation to help employees resolve issues and increase self-service capability.
• Deliver project updates and status reports.
• Maintain proficiency with Desktop Support tools and systems.
• Track and manage IT asset inventories, ensuring adequate spare equipment availability.
• Provide basic hardware / software training to employees.
• Participate in internal training sessions and contribute suggestions for improving team knowledge.
• Install, configure, and support macOS hardware and software.
• Provide higher-level technical guidance to junior technicians.
• Deliver strong customer service during all client interactions.
• Participate in rotational after-hours on-call support.
• Support critical incidents outside normal business hours for stores, corporate offices, and remote employees.
• Perform additional duties as assigned.

Required Qualifications

Technical & Soft Skills

Technical Skills :

Soft Skills :

Work Environment & Physical Requirements