Desktop Technician

Job Overview

Role will be responsible for troubleshooting hardware, software, operating system, network, and application-related issues while ensuring timely resolution of incidents and service requests.

The ideal candidate should have strong troubleshooting skills, good communication abilities, and experience working in an enterprise IT support environment.

Key Responsibilities

• Provide Level 2 / Band 2 technical support to end users.
• Troubleshoot desktop, laptop, printer, peripheral, and hardware issues.
• Diagnose and resolve Windows OS and application-related issues.
• Support installation, configuration, and troubleshooting of software applications.
• Troubleshoot network connectivity, VPN, Wi-Fi, and basic LAN-related issues.
• Manage and resolve incidents and service requests through the IT ticketing system.
• Perform user account, password, and access-related troubleshooting.
• Support device setup, replacement, imaging, and configuration.
• Coordinate with Level 3 teams and other technical teams for complex issues.
• Maintain accurate ticket updates and technical documentation.
• Follow defined ITIL processes, SLA requirements, and escalation procedures.
• Provide onsite support and assist users with technical issues.
• Support hardware inventory and asset management activities.
• Assist with new user onboarding and employee offboarding activities.
• Participate in technology refresh, deployment, migration, and other IT projects.
• Ensure customer issues are handled professionally and within agreed timelines.