Desktop Support Technician

About the role

The Desktop Support Technician provides comprehensive technical assistance for desktop and laptop environments, ensuring smooth operation for end‑users across the organization. This role combines on‑site and remote support, handling hardware, software, and connectivity issues while adhering to security and ITIL standards.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and network problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop assets, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Utilize SCCM, Microsoft Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Provide remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and other peripherals, handling troubleshooting and routine maintenance.
• Assist with Active Directory user account management and smart‑hands support.
• Maintain documentation of incidents, hardware inventory, and technical guides.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Proven experience in desktop and laptop technical support.
• Knowledge of IMAC processes and break/fix procedures.
• Ability to manage device lifecycle, including imaging and patching.
• Familiarity with Windows OS, basic macOS support, and mobile device handling.
• Understanding of security standards, antivirus solutions, and policy enforcement.
• Experience handling VIP users and critical escalations.
• Strong documentation and communication skills.
• Basic knowledge of ITIL incident and problem management.

Required skills

• Windows operating system
• macOS (basic)
• SCCM
• Microsoft Intune
• ServiceNow
• Active Directory
• MS Office and Outlook
• VPN client software
• ITIL framework
• Antivirus and security tools
• OS imaging tools
• Remote assistance/EUC tools
• Printer and scanner troubleshooting