Position Summary
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We are seeking a skilled and customer-focused Desktop Support Technician to join our IT Support Services team. This role is responsible for providing hands-on technical support in a multi-site corporate and manufacturing environment, ensuring end-user systems, applications, and devices operate efficiently. The ideal candidate is a strong communicator, self-motivated, and experienced in supporting a wide range of enterprise technologies.
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Key Responsibilities
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• Provide day-to-day desktop support for end users, including hardware, software, and peripheral troubleshooting
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• Support and maintain Windows 11 environments, including system configuration and issue resolution
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• Administer and support Microsoft 365 (O365) services including Outlook, Teams, and OneDrive
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• Manage user accounts, permissions, and distribution lists in Active Directory
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• Support collaboration tools including Microsoft Teams and Webex
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• Update and maintain our Asset database, ensuring we are tracking our deployed and in stock assets.
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• Perform laptop imaging, provisioning, and deployment using standard corporate tools and processes
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• Troubleshoot and support network connectivity issues, including basic LAN/WAN diagnostics
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• Provide VPN support and troubleshoot remote access issues
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• Support and troubleshoot RSA security solutions (multi-factor authentication)
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• Provide printer setup, maintenance, and troubleshooting support
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• Deliver mobile device support for both Apple (iOS) and Android platforms
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• Manage devices using Mobile Device Management (MDM) platforms
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• Create knowledge base articles and help maintain our library.
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• Document issues, resolutions, and processes in the IT ticketing system
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• Maintain a high level of customer satisfaction through clear communication and timely resolution
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• Collaborate with other IT teams to escalate and resolve complex issues
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Required Qualifications
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• 3-5 years of experience in desktop or end-user support within a corporate environment
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• Strong working knowledge of:
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• Microsoft 365 (O365)
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• Active Directory
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• Windows 11
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• VPN technologies and remote access tools
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• Basic networking concepts (LAN/WAN troubleshooting)
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• Experience with laptop imaging and deployment processes
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• Experience supporting mobile devices (iOS and Android)
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• Strong troubleshooting and problem-solving skills
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• Excellent customer service and interpersonal skills
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• Strong verbal and written communication skills
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• Ability to work independently and manage multiple priorities
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• Local travel up to 20%
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Preferred Qualifications
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• Associate's or Bachelor's degree in Information Technology or related field (or equivalent experience)
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• Experience supporting Lenovo hardware in an enterprise environment
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• Familiarity with ITIL practices or structured ITSM service management environments
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Key Competencies
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• Customer-focused mindset
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• Strong attention to detail
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• Self-motivated and proactive
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• Ability to adapt in a fast-paced environment
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• Team-oriented with a collaborative approach
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We offer a competitive salary of $60-70k. Excellent benefits which include medical, dental and vision. Eligibility in benefit plans begin the first of the month following 60 days of employment. Six (6) days of sick leave; two (2) weeks of vacation accrued throughout the year; nine (9) Company Paid Holidays and a 401K Plan with employer match.
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EOE without regard to race, color, religion, creed, affectional or sexual orientation or sex, national origin, ancestry, age, disability, genetics, veteran status, gender, gender identity, citizenship status, marital status, VEVRAA Federal Contractor.