Desktop Support Technician – End‑User IT Support

About the role

We are seeking a Desktop Support Technician to deliver end‑to‑end technical assistance for desktop and laptop systems. The role involves troubleshooting hardware, software, and connectivity issues while ensuring compliance with security and ITIL processes.

Key responsibilities

• Provide on‑site and remote support for desktops, laptops, printers, scanners, and peripheral devices.
• Handle IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Use SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Support applications such as Microsoft Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Provide VIP support and act as primary onsite contact during critical escalations or outages.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.

Required profile

• Proven experience delivering end‑to‑end technical support for desktop and laptop environments.
• Familiarity with Windows operating systems, basic macOS device handling, and mobile device support.
• Understanding of ITIL practices for incident, problem, and service request management.
• Ability to act as a primary contact for VIP users and manage critical escalations.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Active Directory
• Windows OS
• macOS basics
• Microsoft Office suite (Word, Excel, Outlook)
• VPN client configuration
• ITIL framework
• OS imaging and patch management
• Hardware troubleshooting and replacement
• Printer and scanner support
• Antivirus monitoring and desktop policy enforcement