IT Support & Service Desk Technician

The IT Support & Service Desk Technician provides on-site and remote technical support for end-users, prepares and deploys laptops for new hires, and helps maintain a small but accurate IT inventory. 

​This role Reports to the IT Manager and works closely with both local and remote teams to ensure smooth day‑to‑day IT operations. 

Responsibilities:

• End-User Support: Provide on-site and remote technical support for end-users on Windows and macOS devices, including basic network and printer troubleshooting. 

• Service Quality & Response: Monitor and work IT service desk/ticket queues, ensuring timely response, clear communication, and accurate documentation of issues and resolutions. 

• Incident Management: Log and track service requests and incidents using a ticketing system, ensuring timely resolution and communication with end-users. 

• Endpoint Provisioning & Setup: Prepare, configure, and deploy laptops and peripherals for new hires (accounts, standard software, security tools, and access). 

• IT Equipment Logistics & Delivery: Ship, receive, and process IT equipment (new gear, returns, replacements), ensuring items are tested, labeled, and recorded in inventory. 

• Asset & Inventory Management: Maintain and update IT asset and inventory records for laptops and accessories, including check-in/check-out and lifecycle updates. 

• User Account Administration: Assist with user account management (password resets, access requests, and basic permissions changes) following established procedures. 

• Issue Escalation & Coordination: Escalate complex technical issues to senior IT staff or vendors when needed and follow through to resolution. 

• Technical Troubleshooting & Problem Solving: Diagnose and troubleshoot technical issues and escalate complex problems to the next level of support and follow through to resolution. 

• Documentation & Knowledge Management: Contribute to and use internal documentation and knowledge base articles for common issues and standard setups. 

• Office Moves & Workstation Setup: Support small office moves or changes (desk moves, basic cabling, workstation setup). 

• Security Awareness & Compliance Support: Ensure day-to-day adherence to IT security policies in endpoints, assist in basic user access management, and reinforce security best practices with end-users (e.g., phishing, device hygiene). 

• User Training & Onboarding Support: Provide basic training for end‑users on how to use their devices and standard business applications, especially during onboarding.  

• Conference Room Support: Provides hands-on support for conference rooms, including setup, testing, and troubleshooting of AV equipment, video conferencing systems, and room technology. Ensures meetings start on time, assists users with connectivity or presentation issues, and proactively maintains room readiness. 

• Vendor Coordination: Liaise with external service providers for hardware warranty claims, repairs, and simple procurement requests as directed by the IT Manager. 

• Collaboration with Remote IT Teams: Collaborate with remote IT support team members to coordinate IT onboarding and offboarding tasks and ensure consistent standards across locations. 

Position Requirements:  

• 1-3 years of experience IT support, help desk, or service desk role (internship or similar experience acceptable for junior candidates). 

• Strong troubleshooting skills for Windows 11 and macOS workstations, common business applications, and basic network connectivity. 

• Experience using a ticketing system for tracking support requests and documenting work. 

• Familiarity with remote support tools (remote desktop, screen sharing, or similar). 

• Comfortable managing a small hardware inventory and keeping records organized and up to date. 

• ​Excellent customer service, communication, and teamwork skills, with the ability to support non-technical users. 

• Strong organizational skills and the ability to prioritize and complete tasks on time in a fast-paced environment. 

• Ability to work independently and in a team environment. 

Nice-to-have qualifications:

• Experience in a hybrid environment with both on-site and remote staff. 

• Basic knowledge of identity and access management (mainly Microsoft 365 and SSO/MFA tools). 

• Relevant certifications such as CompTIA A+, Network+, or similar. 

• Knowledge of IP Telephony technology and Conference Room systems is also a plus. 

Physical Requirements:

• Ability to lift and carry computer equipment and boxes weighing up to 50 lbs independently, as needed. 

• Sufficient manual dexterity to work with tools, cabling, and small connectors and parts, and to operate a keyboard and mouse.