POSITION DESCRIPTION
Desktop Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type:
Full-Time
POSITION SUMMARY
The Desktop Support Technician delivers first- and second-level technical support across local
and remote environments. Responsibilities include hardware and software troubleshooting,
incident documentation in the IT ticketing system, and resolution of issues involving operating
systems, enterprise applications, and peripheral equipment. This role requires proactive
communication with end users and timely escalation to maintain SLAs and operational
consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be
assigned as business needs require.
• Deliver first- and second-level technical support to end users for hardware, software, and
application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service
requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems
(currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other
organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other
authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure
continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral
equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and
workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as
required.
• Provide timely and professional status updates to end users and stakeholders regarding
open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the
enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart
devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and
organizational objectives.
MINIMUM QUALIFICATIONS
Education
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a
related field; OR an equivalent combination of education, training, and directly related
work experience sufficient to demonstrate the required knowledge, skills, and abilities.
Experience
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help
desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows
10 and/or Windows 11.
Certifications (Preferred)
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level
Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy
Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android
devices.
• Familiarity with enterprise encryption solutions and Windows device management via
Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet
established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical
information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal
stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational
priorities.
• Willingness to work outside standard business hours, including evenings and weekends,
for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential
functions. Reasonable accommodations will be made for qualified individuals with disabilities in
accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and
standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate
noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex (including pregnancy and related
conditions), gender identity, sexual orientation, national origin, age, disability, genetic
information, veteran status, or any other characteristic protected under applicable federal, state,
or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview
process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of
all duties or requirements. Management may modify responsibilities as business needs evolve.
Read LessDesktop Support Technician
This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.
The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.
Desired Skills & Experience
Responsibilities:
● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
● Printer break-fix and installation
● Disposal, redeployment and Asset reclaim
● Shipping coordination
● Data Backup and Data Recovery coordination
● Hardware Refresh
● Warranty and Out-of-warranty repair and replacement
● Depot Services
● Walk Up Support
● Spare parts management
● Executive (VIP) Support
● Audio and Video Support including Health Checks
● Inventory and Asset Management – Depot Operations
● Coordinate with external vendors for dispatch support
● Identify and resolve hardware and software application conflicts
● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
● Responsible for asset tagging and entering all incoming equipment into our asset management system
● Collaborate with cross functional teams to properly onboard incoming new hires
● Ensure that hardware is properly assigned and updated into our management system
● Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
● Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
● Ensure that resolutions are consistent with company standards and policies
Requirements/Qualifications:
● Prefer 3-5 years IT experience, including technical training
● Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
● Experience with imaging windows 10 OS.
● Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
● Networked printer experience (queue creation, server maintenance, etc.)
● Experience in using PC-based word processing, presentation, and e-mail software preferred
● Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
● Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
● Outstanding customer service and interpersonal skills
● Excellent organizational skills and ability to prioritize tasks among many competing requests
● Experience working in or supporting a call center or help desk environment
● MCP and or A+ Certifications
● Aptitude for learning
● Excellent oral and written communication skills
● Ability to work in teams and in a team environment
● Able to lift up to 50 pounds
● Own car for transportation (mileage will be reimbursed by policy)
● Valid driver’s license
Read Less
Job Summary:
The Stock Room Controller is responsible for overseeing the daily operations of the stock room, ensuring accurate inventory management, proper storage, and timely distribution of materials and supplies. This role requires strong organizational skills, attention to detail, and the ability to maintain accurate records while supporting operational efficiency.
Key Responsibilities:
Receive, inspect, and properly store incoming inventory, ensuring accuracy and quality.
Maintain accurate inventory records using software or spreadsheets, updating stock levels in real-time.
Organize and manage stock room layout for efficient retrieval and storage.
Process stock requests from internal departments and prepare items for delivery or pick-up.
Conduct regular inventory audits and reconcile discrepancies.
Monitor inventory levels and notify management of low stock or reordering needs.
Ensure compliance with safety and security standards in the stock room.
Train and supervise stock room staff, as needed, to maintain workflow and efficiency.
Assist with reporting and analysis of stock usage trends to support operational planning.
Qualifications:
High school diploma or equivalent; Associate’s degree in Supply Chain, Logistics, or related field preferred.
Proven experience in inventory management, stock control, or warehouse operations.
Strong knowledge of inventory software, databases, or Excel.
Excellent organizational, analytical, and communication skills.
Ability to lift and move moderate to heavy stock items as needed.
Detail-oriented, reliable, and capable of working independently or as part of a team.
Working Conditions:
Stock room or warehouse environment.
May require standing, walking, and occasional lifting of inventory items.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read Less
POSITION DESCRIPTION
Desktop Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.
MINIMUM QUALIFICATIONS
Education
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
Experience
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
Certifications (Preferred)
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read LessDesktop Support Technician
This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.
The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.
Desired Skills & Experience
Responsibilities:
● Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support
● Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
● Printer break-fix and installation
● Disposal, redeployment and Asset reclaim
● Shipping coordination
● Data Backup and Data Recovery coordination
● Hardware Refresh
● Warranty and Out-of-warranty repair and replacement
● Depot Services
● Walk Up Support
● Spare parts management
● Executive (VIP) Support
● Audio and Video Support including Health Checks
● Inventory and Asset Management – Depot Operations
● Coordinate with external vendors for dispatch support
● Identify and resolve hardware and software application conflicts
● Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
● Responsible for asset tagging and entering all incoming equipment into our asset management system
● Collaborate with cross functional teams to properly onboard incoming new hires
● Ensure that hardware is properly assigned and updated into our management system
● Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
● Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware
● Ensure that resolutions are consistent with company standards and policies
Requirements/Qualifications:
● Prefer 3-5 years IT experience, including technical training
● Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications
● Experience with imaging windows 10 OS.
● Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet)
● Networked printer experience (queue creation, server maintenance, etc.)
● Experience in using PC-based word processing, presentation, and e-mail software preferred
● Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
● Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
● Outstanding customer service and interpersonal skills
● Excellent organizational skills and ability to prioritize tasks among many competing requests
● Experience working in or supporting a call center or help desk environment
● MCP and or A+ Certifications
● Aptitude for learning
● Excellent oral and written communication skills
● Ability to work in teams and in a team environment
● Able to lift up to 50 pounds
● Own car for transportation (mileage will be reimbursed by policy)
● Valid driver’s license
Read Less
POSITION DESCRIPTION
POS Field Service Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The POS Field Service Technician is responsible for traveling to multiple retail store locations around Abilene, TX to provide onsite technical support and maintenance. This role involves diagnosing and resolving hardware, software, network, and POS system issues, installing and configuring POS devices and applications, performing functionality testing, and ensuring systems are fully operational. The technician documents completed work, communicates effectively with store personnel and remote support teams, and travels approximately 100 miles daily to support multiple customer locations while delivering professional, timely service. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
• Travel to multiple store locations around Abilene, TX.
• The technician will travel approximately 100 miles each day, visit multiple stores, troubleshoot technical issues, and complete onsite resolutions.
• Diagnose and resolve hardware, software, and network-related issues onsite.
• Install, configure, and troubleshoot POS devices and related peripherals.
• Install and update applications on POS systems.
• Perform basic testing to confirm all devices and applications are functioning correctly.
• Document the work completed at each location and provide timely updates.
• Coordinate with the remote support team when escalation is required.
• Maintain professional communication with store staff and project coordinators.
• Travel Requirement: Approximately 100 miles daily
MINIMUM QUALIFICATIONS
Education
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
Experience
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
Certifications (Preferred)
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Previous experience installing and troubleshooting POS devices.
• Experience installing and configuring applications on POS systems.
• Strong hardware, software, and basic networking troubleshooting skills.
• Ability to work independently and manage visits to multiple locations.
• Valid driver’s licence and reliable transportation.
• Willingness to travel approximately 100 miles daily.
• Good communication, documentation, and time-management skills.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
• Personal laptop and standard technician toolkit.
• Smartphone with internet access.
• Ability to lift and handle POS equipment when required.
• Flexibility to work according to store schedules and project requirements
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read Less
POSITION DESCRIPTION
Desktop Support Technician Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts. ESSENTIAL
FUNCTIONS AND RESPONSIBILITIES Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system. • Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices. • Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.
MINIMUM QUALIFICATIONS
Education
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
Experience
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11. Certifications (Preferred)
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA. Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read LessPOSITION DESCRIPTION
Desktop Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.
MINIMUM QUALIFICATIONS
Education
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
Experience
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
Certifications (Preferred)
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read LessPOSITION DESCRIPTION
Deskside Support and White Glove Technician — HQ
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The Deskside Support Technician provides hands-on, in-person technical support to end users at the corporate headquarters. This role serves as the primary onsite resolver for hardware, software, and connectivity incidents that cannot be resolved remotely, and acts as a key contributor to Field Services quality and the overall employee experience at HQ.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Provide L2/L3 deskside support for hardware, software, OS, and peripheral issues across Windows and macOS environments.
• Manage and resolve escalated tickets from the service desk within defined SLA/SLO targets; ensure accurate ticket hygiene and knowledge base (KB) updates.
• Execute device lifecycle activities — imaging, configuration, deployment, refresh, and decommission — aligned to zero-touch enrollment (ZTE) principles using Microsoft Intune and/or Jamf.
• Support onboarding and offboarding (JML) processes for HQ-based employees, including device provisioning and account readiness.
• Perform break-fix and warranty coordination for end-user hardware (laptops, desktops, peripherals, monitors, mobile devices).
• Administer and troubleshoot M365 applications (Outlook, Teams, OneDrive, SharePoint) and collaborate with the Desktop Engineering team on policy and configuration issues.
• Maintain asset inventory accuracy within the ITSM platform; enforce asset tagging and audit compliance.
• Proactively identify recurring issues and contribute root cause findings to Problem Management.
• Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team.
• Contribute to continual service improvement (CSI) initiatives and document resolutions for reuse across the knowledge base.
White Glove / Executive Support
• Provide dedicated, high-priority technology support to C-suite, VP-level, and designated VIP users; proactively anticipate needs before issues arise.
• Own the full device lifecycle for executive population — pre-staging, configuration, deployment, and refresh — with zero-impact delivery.
• Serve as the named point of escalation and white glove contact for EUS at HQ; maintain discretion and professionalism at all times.
• Conduct proactive device health checks and environmental sweeps for executive offices and high-use collaboration spaces.
• Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel, events, and tech readiness.
Audiovisual (AV) Support
• Manage and support all AV infrastructure across HQ — conference rooms, boardrooms, all-hands spaces, and huddle rooms (video walls, projectors, display systems, microphone/speaker arrays, room control panels).
• Provide hands-on support and pre-event readiness checks for town halls, board meetings, executive briefings, and large-format events.
• Administer and troubleshoot Microsoft Teams Rooms (MTR), Zoom Rooms, Cisco Webex, and associated hardware (Poly, Logitech, Crestron, Extron, Biamp).
• Maintain AV system documentation, cable management standards, and room configuration records; manage vendor escalations for AV break-fix.
• Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives.
• Monitor AV room health proactively using room management platforms (e.g., Logitech Sync, DTEN, or equivalent).
MINIMUM QUALIFICATIONS
Education
• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience
Experience
• 4+ years in an enterprise IT support role with demonstrated experience supporting senior stakeholders or executive populations.
• Strong AV system knowledge: Microsoft Teams Rooms, Zoom Rooms, Webex, and associated hardware platforms (Poly, Logitech, Crestron, or equivalent).
• Strong working knowledge of Windows 10/11, macOS, and Active Directory / Azure AD / Entra ID.
• Hands-on experience with Microsoft Intune (Autopilot, compliance policies, app deployment) and/or Jamf.
• Proficiency in M365 application support and administration basics.
• ITSM tool experience (ServiceNow, Remedy, or equivalent); strong ticket documentation discipline.
• Solid hardware troubleshooting skills across Dell, HP, Lenovo, Apple device families, AV Hardware.
• Customer-focused mindset with professional communication skills suited to an executive environment.
• Ability to work independently, prioritize concurrent incidents, and manage time effectively in a fast paced HQ setting.
Certifications (Preferred)
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• ITIL Foundation certification.
• Experience with DEX or observability tooling (e.g., SysTrack, Nexthink, or similar).
• Familiarity with PowerShell scripting for endpoint automation and diagnostics.
• Experience supporting VDI/AVD environments.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read LessPOSITION DESCRIPTION
Desktop Support Technician
Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time
POSITION SUMMARY
The Desktop Support Technician delivers first- and second-level technical support across local and remote environments. Responsibilities include hardware and software troubleshooting, incident documentation in the IT ticketing system, and resolution of issues involving operating systems, enterprise applications, and peripheral equipment. This role requires proactive communication with end users and timely escalation to maintain SLAs and operational consistency across all shifts.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.
• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for all reported incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (currently Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist users of Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure continued operational reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Utilize diagnostic tools to troubleshoot issues related to network connectivity and workstation hardware and software.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely and professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications in support of a broad range of IT needs.
• Perform other duties as assigned by management in support of departmental and organizational objectives.
MINIMUM QUALIFICATIONS
Education
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.
Experience
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
Certifications (Preferred)
• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.
• Demonstrated commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT
The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.
• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.
EQUAL EMPLOYMENT OPPORTUNITY
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.
Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.
DISCLAIMER
This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.
Read Less