Desktop Support Technician (Level 1)

About the role

We are looking for a proactive Desktop Support Technician (Level 1) to provide first‑ and second‑level assistance for Windows and Chrome OS Flex devices. The role involves troubleshooting hardware, software and network issues while supporting end‑users both remotely and on‑site.

Key responsibilities

• Deliver first‑ and second‑level support for Windows 10/11 and Chrome OS Flex desktops and laptops.
• Troubleshoot hardware, software, network and peripheral problems.
• Manage user accounts, permissions and access in Active Directory.
• Install, configure and maintain applications, including healthcare software that meets HIPAA and other regulatory standards.
• Maintain IT inventory and asset records.
• Document incidents, changes and resolutions in the ticketing system.
• Escalate complex issues to higher‑level support when necessary.
• Participate in IT projects, upgrades and migrations.

Required profile

• Minimum three years of experience in a desktop support role.
• Strong knowledge of Windows 10/11, Chrome OS Flex and common enterprise applications.
• Experience with Active Directory, Group Policy and remote endpoint management tools.
• Familiarity with healthcare IT compliance requirements such as HIPAA is an advantage.
• Excellent written and oral English communication skills.
• Ability to multitask, manage multiple projects and support users remotely or on‑site.
• Willingness to travel up to 20 % of the time and lift at least 20 lb.

Required skills

• Windows 10/11
• Chrome OS Flex
• Active Directory
• Group Policy
• Remote endpoint management tools
• Ticketing systems (e.g., Freshservice)