Job Description

Junior Desktop Support Technician

The Junior Desktop Support Technician provides entry-level technical support for end users, assisting with the setup, maintenance, and basic troubleshooting of desktop and laptop computers, peripherals, and standard business applications. This role is ideal for individuals early in their IT career who are looking to gain hands-on experience in a structured support environment while following documented processes, security standards, and service-level expectations.

This position focuses on Level 1 desktop support, device deployment, and user assistance, with escalation paths to senior technicians as needed

Key Responsibilities

End-User Support

• Provide first-level support for desktops, laptops, monitors, printers, and peripherals
• Assist users with login issues, basic software functionality, and device connectivity
• Deliver professional, courteous customer service during onsite or desk-side support
• Support device handoffs, new-hire setups, and workstation moves

Hardware & Software Support

• Install, configure, and replace computer hardware and peripheral components
• Install, uninstall, and update approved software and drivers
• Perform basic troubleshooting for Windows operating system issues
• Assist with antivirus, patching, and security-related tasks under guidance

Device Imaging & Deployment

• Assist with imaging and configuring desktops and laptops using standard build processes
• Perform device refreshes, reimaging, and redeployments as assigned
• Validate system readiness prior to deployment by testing hardware and connectivity
• Support hardware rollout and refresh initiatives at client or internal sites

Ticketing, Documentation & Asset Management

• Log, update, and close tickets in the IT service management system with clear documentation
• Record asset details including serial numbers, asset tags, and deployment information
• Follow IT policies, security standards, and documented procedures
• Escalate unresolved or complex issues to senior support staff as appropriate

Required Qualifications

• Basic understanding of computer hardware and Windows operating systems
• Familiarity with common desktop applications (Microsoft 365, web browsers, printers)
• Strong attention to detail and ability to follow documented procedures
• Good communication skills with a customer-service mindset
• Willingness to learn new tools, technologies, and support processes

Preferred Qualifications

• 0–2 years of experience in IT support, help desk, or desktop support (internships included)
• Coursework, certification, or hands-on experience in IT or computer technology
• Exposure to PC imaging, asset management, or ticketing systems
• CompTIA A+ or similar entry-level certification (or working toward one)

Physical & Work Requirements

• Ability to lift and move computer equipment up to approximately 40 lbs
• Work may involve sitting, standing, and hands-on technical tasks
• Onsite work at client locations may be required, depending on assignment

Key Outcomes of This Role

• Devices are properly imaged, configured, tested, and deployment-ready
• End users receive timely, professional, and courteous technical support
• Accurate documentation and asset records are consistently maintained
• IT standards, security requirements, and service expectations are followed