Desktop Support

Title: End User Support/ Desktop Support

Duration: 12+ months

Location: Erie Pennsylvania 16503

Position Summary

Provide onsite and remote IT support to end users, ensuring reliable operation of computers, applications, peripherals, and workplace technology.

Key Responsibilities

• Provide L1 & L2 support for laptops, desktops, software, printers, and peripherals.
• Troubleshoot Windows, Microsoft 365, network, and application issues.
• Install, configure, deploy, refresh, and replace end-user devices.
• Managing the Conference rooms and provide support for large meetings.
• Support user onboarding, offboarding, and equipment provisioning.
• Manage incidents and service requests through the ITSM/ticketing system.
• Support Microsoft Intune, Autopilot, BitLocker, and endpoint compliance activities.
• Maintain IT asset inventory and coordinate hardware repairs and replacements.
• Escalate complex issues to Network, Server, Security, or application teams.
• Maintain technical documentation and knowledge-base articles.
• Deliver professional, customer-focused support while meeting SLAs.

Qualifications

• Associate or bachelor s degree in information technology, Computer Science, or a related field, or equivalent practical experience.
• 4+ years of End User/Desktop Support experience.
• Experience with Windows 10/11, Microsoft 365, Active Directory/Entra ID, and Intune.
• Knowledge of basic LAN/Wi-Fi/VPN troubleshooting.
• Strong troubleshooting, communication, and customer-service skills.