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

• High School diploma or GED required; Associate or Bachelors degree is a plus.
• MCP certification or equivalent knowledge of Windows 10 required.
• MCP certification or equivalent knowledge of MS Office applications (Outlook Word Excel) required.
• Two years of experience with Active Directory and Group Policy preferred.
• One year of enterprise-level support experience with Windows PC hardware and software required.
• One year of experience supporting and administering Mobile Device Management (MDM) preferred.
• One year of experience supporting macOS environments required.
• One year of experience supporting mobile devices in an enterprise setting required.
• Experience with Chrome OS devices and administration preferred.
• Strong customer service focus with the ability to support a diverse user base.
• Solid work ethic with the ability to manage tasks and projects independently.
• Effective written and verbal communication skills.
• Ability to work independently with minimal supervision.

Technical & Soft Skills

Technical Skills:

• Windows 10 macOS Chrome OS
• MS Office suite
• Active Directory & Group Policy
• Mobile Device Management
• Desktop hardware/software installation and troubleshooting
• Network connectivity troubleshooting (wired & wireless)
• ServiceNow or similar ticketing systems

Soft Skills:

• Strong customer service orientation
• Clear communication with all organizational levels
• Ownership mindset and problem-solving approach
• Ability to collaborate and support team members
• Ability to work independently and manage workload effectively

Work Environment & Physical Requirements

• Ability to sit at a computer for extended periods.
• Ability to stoop kneel bend and reach daily.
• Ability to lift and move up to 25 lbs occasionally.
• Requires visual acuity hearing manual dexterity and hand eye coordination for computer and equipment use.
• Must be able to work at least 40 hours per week on-site at the Houston corporate office.