Desktop Support Technician

Ovation Workplace Services Inc.

Winston-Salem, NC, USA

Published: 6/14/2022

Technology

Full Time

Job Description

ob Summary:

We are seeking a highly motivated Desktop Support Technician with 3–4 years of hands-on experience in Desktop Support Services (DSS), hardware troubleshooting, and ServiceNow ITSM. The ideal candidate will be responsible for providing Tier 1 and Tier 2 technical support to end-users, resolving hardware and software issues, and ensuring excellent service delivery in a fast-paced enterprise environment.

Key Responsibilities:

Provide onsite and remote desktop support to end-users for hardware, software, and peripheral issues.
Troubleshoot and resolve issues related to laptops, desktops, printers, monitors, mobile devices, and other peripherals.
Install, configure, and maintain hardware and software components according to company standards.
Manage and track incidents, service requests, and changes using ServiceNow ITSM.
Respond to and resolve tickets within defined SLA timelines.
Perform imaging, deployment, and migration of desktops/laptops using standard tools and procedures.
Collaborate with other IT teams to escalate and resolve complex issues.
Maintain and update asset inventory and ensure hardware/software compliance.
Support Office 365, Windows 10/11, and common business applications.
Assist in user onboarding/offboarding activities including hardware setup and account provisioning.
Document troubleshooting steps and create knowledge base articles.

Required Qualifications:

3–4 years of hands-on experience in a Desktop Support / IT Support role.
Strong knowledge of hardware diagnostics and troubleshooting (desktops, laptops, printers, etc.).
Experience working with ServiceNow ITSM for incident, request, and change management.
Proficient with Windows OS (10/11), Microsoft Office Suite, and remote support tools.
Familiarity with imaging tools and deployment methodologies (e.g., SCCM, MDT).
Solid understanding of Active Directory, basic networking, and VPN technologies.
Excellent interpersonal and customer service skills.
Ability to work independently and prioritize tasks in a dynamic environment.