Desktop Support Technician

Position Summary

The Desktop Support Technician provides hands-on, customer-focused technical support for R+L Carriers users and workplace technology. This role diagnoses and resolves incidents involving Windows endpoints, business applications, peripherals, printing, and connectivity; prepares and deploys standard hardware; and ensures each user receives timely, professional service.

The technician owns assigned support work from intake through documented resolution, using the IT service-management process and established Desktop Support procedures. The role works both onsite and remotely, supports users across corporate and field locations, and collaborates with infrastructure, security, applications, service desk, vendors, and business partners when issues require escalation or coordinated action.

The Desktop Support Technician is expected to operate with sound judgment, protect company information, follow endpoint and asset-management standards, and contribute to a dependable, consistent end-user computing experience. The role combines strong troubleshooting ability with clear communication, disciplined documentation, and a willingness to improve processes that affect users and the support team.

# Key Responsibilities
Responsibility Area Accountabilities End-User Support and Incident Resolution
- Provide timely onsite and remote technical support for Windows computers, business applications, Microsoft 365 services, printers, scanners, conferencing equipment, and related peripherals.
- Diagnose incidents using sound troubleshooting practices; resolve issues at the appropriate support level and escalate promptly when infrastructure, security, application, or vendor involvement is required.
- Communicate clearly with users regarding issue status, expected next steps, workarounds, and resolution; maintain a professional, customer-first service experience.
- Document troubleshooting actions, resolutions, and meaningful user communication in the IT service-management system; identify recurring issues and bring them forward for review.
Endpoint Deployment and Lifecycle
- Prepare, image, configure, test, deploy, replace, and recover desktop and laptop hardware in accordance with approved build standards and security requirements.
- Support new-hire onboarding, employee moves, hardware refreshes, and separations by ensuring equipment, access requests, accessories, and documentation are completed accurately and on time.
- Perform hardware break/fix, warranty coordination, component replacement, and vendor repair follow-up; verify devices are returned to service in a reliable and supportable condition.
- Assist with endpoint-management and deployment activities, including approved software installation, configuration changes, patching support, and post-deployment validation.
Multi-Site and Field Support
- Provide effective support for users at corporate, Tech Center, terminals, and other R+L locations through a combination of onsite visits, remote tools, and coordinated shipment or vendor service.
- Prioritize work based on business impact, service commitments, and operational need; communicate conflicts and risks to the Desktop Support Manager promptly.
- Support workplace technology and local peripherals in operational environments while maintaining appropriate safety, security, and professional standards.
Asset and Inventory Stewardship
- Record and maintain accurate asset information, including serial number, internal asset identifier, hostname, assignment, location, and lifecycle status in the approved asset-management system.
- Coordinate with inventory personnel to maintain proper control of stock, returns, accessories, and shipping materials; follow established chain-of-custody and return procedures.
- Assist with physical inventory counts, hardware audits, refresh planning, and the disposition of retired equipment in accordance with company standards.
Security, Compliance, and Standardization
- Verify endpoint compliance with approved operating-system, security-agent, encryption, VPN, certificate, and management-agent requirements before devices are placed into service.
- Follow least-privilege, data-protection, and change-control practices; immediately report suspected security events, lost devices, or material compliance concerns through established channels.
- Apply approved standards consistently and identify opportunities to reduce support risk, improve endpoint reliability, and strengthen the user experience.
Team Collaboration and Continuous Improvement
- Work collaboratively with Desktop Support teammates, Service Desk, Infrastructure, Security, application teams, and vendors to resolve issues and improve service delivery.
- Create and maintain useful knowledge articles, support procedures, configuration notes, and deployment documentation that enable consistent team execution.
- Participate in team meetings, training, project work, and continuous-improvement efforts; share technical knowledge and support peers as business needs require.

Qualifications

Education

- High school diploma or equivalent required
- Associate degree, technical diploma, or relevant coursework in Information Technology, Computer Support, or a related field preferred
- CompTIA A+, Microsoft, or comparable endpoint-support certification preferred; equivalent practical experience will be considered

Experience

- 2 or more years of hands-on desktop, deskside, field, or technical-support experience in a business environment; enterprise or multi-site experience preferred
- Demonstrated experience troubleshooting Windows computers, common productivity applications, printers, peripherals, and basic network-connectivity issues
- Experience deploying and supporting laptops and desktops, including imaging, software installation, hardware replacement, and user setup
- Experience using an IT service-management/ticketing system and maintaining accurate work notes and asset records
- Experience supporting logistics, transportation, manufacturing, warehouse, or another operations-intensive environment preferred

Technical Competencies

- Windows 11 support, configuration, and troubleshooting
- Microsoft 365 desktop applications and collaboration tools; familiarity with Exchange/Outlook, OneDrive, and Teams or Webex support
- PC and laptop hardware, docking stations, monitors, printers, scanners, and common peripherals
- Basic Active Directory and Microsoft Entra ID concepts, including user, group, device, and password-related support activities
- Endpoint imaging, software deployment, remote-support tools, and endpoint-management platforms such as Ivanti or equivalent
- Basic TCP/IP, Wi-Fi, VPN, DNS, and network-troubleshooting concepts sufficient to isolate and route end-user issues appropriately
- Asset-management and inventory-control practices, including accurate serial-number and assignment documentation
- Security fundamentals: endpoint protection, encryption, MFA, certificate/VPN requirements, and safe handling of company data

Professional Competencies

- Customer service: listens carefully, communicates plainly, and follows through on commitments to users and teammates
- Problem solving: applies structured troubleshooting, uses available knowledge and tools effectively, and recognizes when escalation is appropriate
- Organization and accountability: manages multiple priorities, maintains complete documentation, and takes ownership of assigned work
- Collaboration: works constructively with technical and non-technical partners; shares knowledge and supports team standards
- Adaptability: remains effective during changing priorities, operational disruptions, and technology rollouts
- Physical capability: able to move and install computer equipment, work at user locations, and travel to company sites as business needs require