Desktop Support Technician

Desktop Support Technician

We are looking for a skilled Desktop Support Technician to join our team in Germantown, Tennessee. In this role, you will provide technical support and maintenance for hardware, software, and network systems while ensuring smooth operations across the organization. The ideal candidate will possess excellent problem-solving skills, a strong customer service mindset, and expertise in IT systems and processes. Responsibilities include leading IT support services for department-wide and enterprise-wide projects, creating and maintaining documentation for procedures, policies, and processes related to IT support services, collaborating with team members, business users, vendors, and internal stakeholders to troubleshoot and resolve complex technical issues, monitoring IT support ticketing systems to identify trends, emerging issues, and opportunities for improvement in customer training or documentation, researching, recommending, and implementing system and application enhancements to improve efficiency and customer service, supporting organizational IT initiatives by managing system imaging, network documentation, infrastructure support, system administration, and database maintenance, developing training materials and providing technical guidance to IT support analysts, assisting in procurement, inventory management, and lifecycle planning for hardware and software, ensuring cost-effective solutions, providing daily end-user support for hardware, software, and network-related issues while delivering attentive customer service, and accurately documenting troubleshooting steps and resolutions in the IT support ticketing system to maintain comprehensive case logs. Requirements include a minimum of 3 years of experience in an IT support role, proficiency in Active Directory for user and group management, strong knowledge of Windows operating systems and Microsoft Office installation processes, familiarity with Cisco wireless routers and Meraki networking solutions, experience in desktop hardware troubleshooting, including monitors, printers, and software, ability to apply critical thinking and problem-solving techniques to technical issues, strong organizational skills with experience in managing projects and meeting deadlines, and preferred experience with ServiceNow for IT service management.