Desktop Support Technician (PC/Mac Support)

Job Summary

We are seeking an experienced Desktop Support Technician to provide end-user support in a fast-paced enterprise environment. The ideal candidate will have strong experience supporting both Windows and macOS platforms, troubleshooting hardware and software issues, managing endpoint deployments, and delivering exceptional customer service. This role requires hands-on technical expertise, problem-solving skills, and the ability to support users through in-person, remote, and ticket-based interactions.

This position is focused on Desktop Support, Service Desk, IT Support, End User Computing (EUC), and Technical Support operations within a corporate environment.

Key Responsibilities

• Provide Tier 1 and Tier 2 desktop support for Windows and macOS users.
• Troubleshoot and repair desktop PCs, laptops, peripherals, docking stations, printers, and mobile devices.
• Install, configure, upgrade, and maintain hardware and software on enterprise workstations.
• Support new hire onboarding, user terminations, workstation relocations, asset recovery, and equipment provisioning.
• Perform desktop imaging, deployment, configuration management, and automated software updates.
• Troubleshoot issues related to:
  • Windows 10/11
  • macOS
  • Microsoft Office/Microsoft 365
  • Email and messaging systems
  • Network connectivity
  • VPN and remote access
  • Printing services
  • Enterprise applications
• Provide in-person, phone, remote, and walk-up support for end users.
• Log, prioritize, track, and resolve incidents through a ticket management system.
• Escalate complex technical issues to appropriate infrastructure, network, engineering, or application teams.
• Manage IT asset inventory, hardware lifecycle management, and equipment disposal processes.
• Support software deployments, patch management, and endpoint security initiatives.
• Perform malware remediation, endpoint updates, and system maintenance activities.
• Maintain detailed technical documentation, knowledge base articles, and troubleshooting records.
• Participate in incident response, service request fulfillment, and continuous service improvement activities.
• Collaborate with cross-functional IT teams to support ongoing projects and technology deployments.

Required Qualifications

• 3+ years of experience in Desktop Support, Service Desk, Technical Support, Help Desk, or End User Computing (EUC) environments.
• Experience supporting both Windows and Mac endpoints in an enterprise environment.
• Strong customer service and communication skills.
• Experience working in a high-volume, customer-facing technical support environment.
• Associate degree in Information Technology, Computer Science, Computer Systems, or equivalent work experience.
• Ability to prioritize tasks, manage multiple tickets, and work independently or within a team.

Required Technical Skills

Operating Systems

• Windows 10
• Windows 11
• macOS

Enterprise Technologies

• Active Directory (AD)
• Azure Active Directory (Entra ID)
• Microsoft 365 (M365)
• Exchange/Exchange Online
• Group Policy (GPO)
• Endpoint Management

Networking

• TCP/IP
• DNS
• DHCP
• LAN/WAN
• Wired Networking
• Wi-Fi Troubleshooting
• VPN Connectivity

Collaboration Platforms

• Slack
• Google Workspace
• Zoom
• Microsoft Teams

Service Management & Ticketing

• ServiceNow
• Incident Management
• Request Fulfillment
• IT Asset Management
• Change Management

Endpoint Support

• Desktop Imaging
• OS Deployment
• Hardware Break/Fix
• Software Installation
• Software Distribution
• Patch Management
• Device Provisioning
• Asset Tracking

Mobile Device Support

• iOS
• Android
• Mobile Device Troubleshooting

Preferred Qualifications

• Experience supporting users in a walk-up support center, tech bar, or enterprise service desk environment.
• Knowledge of endpoint security, antivirus solutions, and malware remediation.
• Experience with device lifecycle management and large-scale workstation deployment projects.
• Familiarity with ITIL best practices and service management processes.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL v4 Foundation
• Apple Certified Mac Technician (ACMT)
• Certified Computer Technician (CCT)
• Microsoft Certifications

Desktop Support Technician, Desktop Engineer, IT Support Technician, Technical Support Specialist, End User Support, End User Computing (EUC), Service Desk Analyst, Help Desk Technician, PC Technician, Mac Support Technician, Windows Support Engineer, Field Support Technician, IT Support Analyst, Desktop Administrator, Tier 2 Support, Tier II Support, Hardware Support, Software Support, Workstation Support, Endpoint Support, Active Directory, Azure AD, Entra ID, Microsoft 365, Exchange, ServiceNow, Windows 10, Windows 11, macOS, Apple Support, Laptop Deployment, Desktop Imaging, SCCM, Intune, JAMF, VPN, TCP/IP, DNS, DHCP, Printer Support, Mobile Device Support, Android, iPhone, Asset Management, Incident Management, ITIL, Technical Troubleshooting, Remote Support, Onsite Support, Enterprise Support.