Desktop Support Technician

PURPOSE

The ibml Information Technology team is seeking a Desktop Support Technician to be the first point of contact for employees needing technical assistance. This role is responsible for diagnosing and resolving hardware, software and network issues, ensuring minimal disruption to business operations. The ideal candidate is a proven problem solver, customer focused, detail oriented and comfortable working in a fast-paced environment.

ROLES & RESPONSIBILITIES

• Provide first-level technical support via phone, email, and ticketing system.
• Troubleshoot and resolve issues related to infrastructure, including but not limited to servers, desktops, laptops, printers, mobile devices, and peripherals.
• Assist with software installations, updates, troubleshooting and configurations.
• Manage user accounts, permissions, and password resets in Active Directory and other systems.
• Track and monitor problems to ensure timely resolution in line with our SLA's
• Escalate complex issues to Tier 2/3 support or vendors as needed.
• Document all support requests and resolutions in the helpdesk system.
• Provide professional and quality technical support and customer service in person, on the phone and via the ticketing system.
• Maintain communication with users during the problem resolution process (minimum of daily updates required)
• Create and maintain knowledge base articles for common issues and solutions.
• Support onboarding and offboarding processes for employees.
• Track and manage inventory of end-user equipment
• Ensure compliance with IT security policies and procedures.
• Other tasks as assigned

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Education: Associate degree in IT or related field (or equivalent experience).
• Experience: 1-2 years in a helpdesk or technical support role.
• Proficiency with Windows and macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
• Knowledge of ticketing systems (e.g., Ninja, ServiceNow, Zendesk).
• Soft Skills: Strong communication, problem-solving, and customer service skills.
• Experience supporting remote users and VPN connectivity

ADDITIONAL NOTES

The following is not required, but is a plus:

• Familiarity with ITIL practices
• CompTIA A+, Network+, or similar certifications