IT Desktop Support Technician

IT Desktop Support Technician

Location : Stamford, CT

Position Type : Full-time, Exempt

Responsible for delivering exceptional customer support with precision, efficiency, and professionalism. This role handles both standard and complex customer inquiries through the ticketing system, focusing on advanced troubleshooting related to service delivery, installations, outages, and component-level issues. The position also involves close collaboration with team members to resolve escalated technical problems effectively.

Role Responsibilities :

• Operates under the supervision of the IT User Support Manager as part of a globally distributed IT team.
• Required to be on-site during regular business hours to ensure consistent and reliable support for end users.
• Acts as the first point of contact for users experiencing technical difficulties.
• Logs support requests comprehensively in the ticketing system and ensure each case is tracked through resolution or escalation, following client protocols.
• Diagnoses technical problems accurately, collects relevant details, and conducts initial troubleshooting using available resources.
• Apply documented solutions effectively by following step-by-step instructions and utilizing remote access and administrative tools.
• Supports employee onboarding and offboarding by provisioning equipment and documenting tasks to meet compliance standards.
• Monitors for potential system outages or recurring issues and promptly inform Team Leads based on gathered data and ticket patterns.
• Oversee the daily handling and maintenance of IT hardware such as computers, printers, and related devices.
• Helps with collaboration technologies, including conference room systems and Microsoft Teams Voice Devices.
• Demonstrates a proactive attitude toward learning new technologies and embracing additional duties as needed.

Required Experience

Desired Experience

Required Skills

Education / Certification (Desired)