Desktop Support Technician

Overview

We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.

Key Responsibilities

Technical Support

· Provide timely support for hardware and software issues for both Windows and Mac environments

· Troubleshoot remotely using VNC and KVM switch

· Reimage systems, install OS and standard software (onsite and remote)

· Coordinate warranty support with Dell and schedule onsite service when needed

· Resolve common technical issues, including:

o Network connectivity

o System crashes/blue screens

o Printing problems

o Virus removal

· Basic administration and troubleshooting of:

o DHCP / DNS

o Active Directory

o VPN and remote access tools

o Windows domain account issues

o Wireless connectivity and hotspots

· Collaborate with the network team on basic troubleshooting tasks

· Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom

· Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures

Customer Service

· Deliver prompt and courteous user support via:

o Wolken ticketing system (incident resolution and device lifecycle tasks)

o Google Chat and Gmail (Outlook familiarity is a plus)

o Zoom Calling and Zoom video conferencing

· Maintain a positive user experience with clear communication and professionalism

Asset & Inventory Management

· Maintain accurate records of hardware assets

· Ensure timely deployment, collection, and tracking of end-user devices

Special Projects & Additional Duties

· Assist with software and process testing and validation

· Create clear, user-friendly technical documentation

· Provide 1:1 or group technical training (remote or in-person)

· Support office signage placement and daily ticket review/assignment tasks

· May require occasional travel to other office locations

Work Schedule & Benefits

· Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch)

· No weekend or after-hours support expected (exceptions for special projects)

· Benefits include:

o Paid holidays, vacation, and sick leave

o 401(k) plan

o Medical, dental, and vision insurance

o Structured onboarding and training

o Modern workspaces and innovative technology

o Supportive, team-oriented culture with strong work-life balance

Work Location Flexibility

· This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it.

Travel Expectations

· Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions.

Qualifications

· 1–2+ years in a desktop support or corporate helpdesk environment preferred

· Technically inclined and eager to learn new tools and platforms

· Clear and concise communicator with the ability to explain technical concepts to non-technical users

· Familiar with Windows 10/11; Mac OS experience is a plus

· Skilled in teamwork and conflict resolution in a professional setting

· Self-starter with strong follow-through and attention to process

· Able to work independently while following team procedures and protocols

Company DescriptionGDR Group, a growing, dynamic and innovative IT Solutions Provider head quartered in Irvine, California. We provide business to business technology solutions for today's technology dependent businesses.