Onsite End User Desktop Support Technician Full Time

End User Desktop Support Technician On-Site Technical Support | 2–4 Years Experience | Full-Time
About the Role
We are looking for a hands-on, customer-focused End User Desktop Support Technician to join our IT team. In this role, you will provide day-to-day on-site technical support to our employees across Mac, Windows laptops, and mobile devices. You will own issues end-to-end — from first contact through resolution — and play an active role in managing the lifecycle of our hardware assets.
Key Responsibilities
On-Site Technical Support
• Provide in-person, hands-on technical support for macOS and Windows laptops, desktops, and mobile devices (iOS/Android)
• Diagnose and resolve hardware and software issues on-site, including peripheral setup, OS troubleshooting, and connectivity problems
• Support AV equipment, printers, and conference room technology
• Set up and configure new devices for onboarding employees, including account provisioning and software installation
• Maintain a clean, organized workspace and ensure all equipment is functioning correctly
Mac & Laptop Support
• Perform hardware and software troubleshooting on macOS (including recent versions such as Sequoia) and Windows environments
• Manage and execute device imaging and deployment processes using tools such as Jamf, Intune, or similar MDM solutions
• Apply OS updates, patches, and configuration profiles to ensure security compliance
Asset Management
• Maintain accurate records of all hardware assets throughout their full lifecycle — procurement, deployment, refresh, and retirement
• Conduct periodic audits of hardware inventory and reconcile with the asset management system
• Coordinate device refresh cycles and manage timely retirement or disposal of end-of-life equipment
• Track and manage software licenses and accessory inventory
AV & Network Troubleshooting
• Provide hands-on support for conference room AV setups including displays, projectors, video conferencing systems (Zoom Rooms, Google Meet hardware, etc.), and audio equipment
• Troubleshoot and resolve AV connectivity issues such as HDMI/adapter problems, screen sharing failures, and audio/video sync issues
• Perform basic network troubleshooting including diagnosing Wi-Fi connectivity issues, switching between SSIDs, and identifying IP conflicts
• Coordinate with the network/infrastructure team for issues beyond first-level resolution, with clear and accurate handoff documentation
• Assist with basic switch port checks, cable patching, and escalating structured cabling issues where needed
ITSM & Ticketing
• Log, track, prioritize, and resolve support tickets using ServiceNow or a similar ITSM platform
• Maintain accurate ticket documentation including resolution notes and time tracking
• Identify recurring issues and escalate appropriately or propose preventive solutions
• Meet defined SLA targets for ticket response and resolution times
Requirements
Experience & Skills
• 2–4 years of hands-on experience in a desktop support or IT helpdesk role
• Proven on-site support experience — this is not a remote-only role
• Strong proficiency with macOS troubleshooting (hardware and software) and familiarity with Apple ecosystem
• Working knowledge of Windows 10/11 and common enterprise applications (Microsoft 365, etc.)
• Hands-on experience with device imaging and deployment processes
• Solid understanding of hardware asset lifecycle management
• Practical experience with an ITSM tool such as ServiceNow, Jira Service Management, or equivalent
• Familiarity with MDM platforms such as Jamf Pro or Microsoft Intune
• Basic network troubleshooting skills — Wi-Fi connectivity, DNS/DHCP, VPN clients, IP conflicts, and knowing when to escalate to the network team
• Hands-on AV troubleshooting experience — conference room displays, projectors, video conferencing platforms (Zoom Rooms, Google Meet, Teams), and audio/video peripherals
Soft Skills
• Strong customer service mindset with clear and professional communication
• Ability to work independently, prioritize effectively, and manage multiple open tickets
• Collaborative team player who can also take full ownership of issues
• Detail-oriented with a commitment to accurate documentation
Nice to Have
• Apple Certified Support Professional (ACSP) or equivalent certification
• CompTIA A+ or similar hardware certification