Desktop Support Technician

Title: Desktop Support Technician

Location: MiddleTown, NY - Onsite

Type: Open for Contract and FTE

The role is crucial in providing helpdesk technical support. The candidates must be adept at troubleshooting and documenting issues effectively. This role is the first point of contact for all inbound service requests for PC, Apple, or infrastructure support.

The primary responsibilities include:

Strong Field Support experience

Basic Networking skills (like IP Addressing, DHCP, DNS, etc)

Understand of IDF environment (or willingness to learn)

Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).

Proactively and consistently communicate with clients and colleagues

Accurately and promptly record all-time in our ticketing system

Proactively manage ticket queue

Ensure all ticket notes and statuses are up to date

Troubleshoot end-user technical issues and document all steps up through resolution

Effectively multi-task to manage workload

Collaborate on the improvement of operational effectiveness

Document, take ownership of, and escalate issues

Meet individual and team SLA targets