Help Desk Technician

Job Description

Job Description

Overview

Desktop Support Technician

Position Summary

We are seeking a customer-focused Desktop Support Technician to provide hands-on technical support across our user base. The successful candidate will be responsible for the end-to-end setup, configuration, deployment, and ongoing support of Windows 11 PCs, Apple MacBook computers, and corporate smartphones (iOS and Android). This role serves as a primary point of contact for end users and is essential to keeping our workforce productive and our endpoints secure.

Pay Range: $19.00-28.00 per hour, depending on experience!

Key Responsibilities

• Endpoint Provisioning: Image, configure, and deploy new Windows 11 laptops and desktops, as well as macOS MacBooks, using standardized build processes and automated deployment tooling (e.g., Microsoft Intune, Autopilot, Jamf, or equivalent MDM).
• Mobile Device Setup: Configure, enroll, and support corporate iPhones and Android smartphones, including MDM enrollment, email setup, MFA, security policies, and app deployment.
• User Onboarding & Offboarding: Prepare equipment, accounts, and access for new hires; securely reclaim, wipe, and re-image hardware for departing employees.
• Ticket Management: Respond to, triage, document, and resolve incidents and service requests submitted through the IT ticketing system (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk) within established SLAs.
• Remote Monitoring & Management: Use RMM tools (e.g., NinjaOne, ConnectWise Automate, Kaseya, Datto, Atera) to monitor endpoint health, push patches, deploy software, and remotely troubleshoot devices.
• Microsoft 365 Administration: Administer and troubleshoot Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive, SharePoint, and Entra ID (Azure AD); manage user accounts, licenses, groups, distribution lists, and shared mailboxes.
• Hardware & Peripherals: Diagnose and repair hardware issues; set up monitors, docking stations, printers, scanners, headsets, and conference room equipment.
• Software Support: Install, update, and troubleshoot operating systems, business applications, browsers, VPN clients, and security agents on both Windows and macOS.
• Security & Compliance: Enforce endpoint security standards including disk encryption (BitLocker / FileVault), antivirus/EDR, patch compliance, and acceptable-use policies.
• Documentation: Create and maintain knowledge base articles, standard operating procedures, asset records, and end-user guides.
• Customer Service: Deliver professional, empathetic support in person, by phone, chat, email, and remote-control sessions; communicate clearly with both technical and non-technical users.
• Asset Management: Track hardware and software inventory, license assignments, and warranty status using the asset management system.

Required Qualifications

• 2+ years of professional experience in a desktop support, help desk, or IT support role.
• Demonstrated hands-on experience deploying and supporting Windows 11 in an enterprise environment.
• Demonstrated hands-on experience deploying and supporting macOS on MacBook devices.
• Experience configuring and supporting iOS and Android smartphones, including MDM enrollment and mobile email.
• Proven experience working within an enterprise IT ticketing system, including triage, SLA management, and clear ticket documentation.
• Hands-on experience administering Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) and Entra ID / Azure AD user and group management.
• Working experience with at least one RMM platform for endpoint monitoring, patching, and software deployment.
• Solid understanding of TCP/IP networking fundamentals, DNS, DHCP, VPN, Wi-Fi, and basic troubleshooting of connectivity issues.
• Familiarity with Active Directory, group policy, and identity/access management concepts.
• Excellent verbal and written communication skills and a strong customer-service orientation.
• Ability to lift and move computer equipment up to 40 lbs and perform on-site setup tasks.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Apple Certified Support Professional (ACSP), or ITIL Foundation.
• Experience with Microsoft Intune and/or Jamf Pro.
• Familiarity with PowerShell and/or basic shell scripting for automation.
• Experience supporting hybrid and remote workforces.
• Exposure to endpoint security tools (e.g., CrowdStrike, SentinelOne, Defender for Endpoint).

Education

• Associate's or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.

Work Environment & Schedule

• On-site presence required to support physical hardware setup and end users.
• Occasional after-hours, weekend, or on-call work to support deployments, migrations, or critical incidents.
• Standard office environment with some lifting, bending, and movement between workstations.

Key Competencies

• Strong troubleshooting mindset and methodical approach to diagnosing issues.
• Ability to manage multiple priorities in a fast-paced environment without sacrificing quality.
• Professional demeanor, discretion, and confidentiality when handling sensitive user data.
• Team-oriented attitude with a willingness to share knowledge and mentor junior staff.

Are you ready to advance your career with Amerit Fleet Solutions? Apply Today!

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