Job Description

Desktop Support Technician

Location: Brookshire, TX (On-site 5 days a week)

Employment Type: CTH

About the Role

We are seeking a detail-oriented and customer-focused Desktop Support Technician to join our IT Infrastructure team. In this role, you will provide technical support for hardware, software, and networking issues across our organization. Youll work closely with internal teams and end users to ensure the stability, efficiency, and reliability of desktop systems and related technologies.

The ideal candidate has hands-on experience supporting enterprise-level environments, demonstrates strong troubleshooting skills, and excels in providing exceptional customer service.

Key Responsibilities

• Provide first-level technical support to end users via phone, email, and in-person.
• Install, configure, and troubleshoot Windows operating systems, desktop applications, and hardware components.
• Manage user accounts and permissions in Active Directory.
• Assist with setup, deployment, and maintenance of IT assets (desktops, laptops, printers, peripherals).
• Utilize IT Service Management (ITSM) tools to document, track, and resolve incidents and service requests.
• Support remote and on-site users with VPN, network connectivity, and access issues.
• Maintain accurate asset inventory records and ensure proper equipment lifecycle management.
• Collaborate with Level 2/3 support teams and other IT departments for escalations or larger projects.
• Participate in IT infrastructure projects such as system upgrades, migrations, and software rollouts.
• Create and maintain documentation for technical procedures, configurations, and knowledge base articles.

Qualifications

• Education: Associates or Bachelors degree in Information Technology or a related field preferred (or equivalent experience).
• Experience: 3+ years in desktop, end-user, or IT support within an enterprise environment.
• Proficiency with Microsoft Windows 10/11 , Microsoft 365, and common desktop applications.
• Experience with Active Directory , SCCM (System Center Configuration Manager) , or other desktop management tools.
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ITIL processes and working within ticketing/ITSM systems (e.g., ServiceNow, Jira, BMC Remedy).
• Excellent problem-solving skills and attention to detail.
• Strong interpersonal and communication skills; ability to interact with technical and non-technical users.

Preferred Skills

• ITIL Foundation Certification.
• Experience with endpoint management tools such as Intune , Jamf , or Ivanti .
• Familiarity with mobile device support and remote access tools.
• Previous experience in a large enterprise or multi-site environment.

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