Desktop Support Technician

We are seeking a Desktop Support to provide technical support and troubleshooting assistance to end users in a fast-paced environment. The ideal candidate will have 1–5 years of experience supporting Windows endpoints, Microsoft 365 applications, VPN connectivity, hardware/software issues, and IT service desk operations. Strong customer service, communication, and problem-solving skills are essential.

Key Responsibilities:

• Provide technical support and troubleshooting for end-user hardware and software issues.
• Diagnose and resolve issues involving Microsoft Windows 11 endpoints.
• Troubleshoot Palo Alto Networks GlobalProtect VPN client and connectivity issues.
• Support Microsoft 365 applications, including Outlook, Teams, and OneDrive.
• Troubleshoot basic networking issues involving IP addresses and DNS.
• Assist users with basic cybersecurity-related issues, including MFA and phishing.
• Create, update, and manage incidents and service requests using ServiceNow or similar ticketing systems.
• Follow established standard operating procedures and IT support processes.
• Provide professional, responsive, and customer-focused support to end users.
• Collaborate effectively with other IT team members to resolve technical issues.
• Document troubleshooting steps, resolutions, and user interactions accurately.
• Adapt to a fast-paced environment while maintaining attention to detail and service quality.

Qualifications:

• 1–5 years of experience in IT support, desktop support, help desk, service desk, or technical support.
• Hands-on experience troubleshooting Windows 11 operating systems.
• Experience troubleshooting Palo Alto GlobalProtect client issues on Windows endpoints.
• Experience supporting Microsoft 365, including Outlook, OneDrive, and Teams.
• Knowledge of basic networking concepts, including IP and DNS.
• Basic understanding of cybersecurity concepts such as MFA and phishing.
• Experience using ServiceNow or another IT ticketing system.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Professional presence, maturity, and attention to detail.
• Ability to work effectively both independently and as part of a team.