Desktop Support Technician L1

Key Responsibilities:

• Provide first and second-level support for Windows and Chrome OS Flex desktops and laptops.
• Troubleshoot hardware, software, network, and peripheral issues.
• Experience in managing user accounts, permissions, and access in Active Directory (AD).
• Experience in Installing, configuring, and maintaining applications, including healthcare software that comply with HIPAA and other regulatory standards.
• Assist in maintaining IT inventory and asset management.
• Document incidents, changes, and resolutions in the ticketing system.
• Escalate complex issues to higher-level support as required.
• Participate in IT projects, upgrades, and migrations.

Skills & Qualifications:

• Minimum 3 years of experience in 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 (HIPAA, data privacy) added advantage.
• Strong troubleshooting and problem-solving skills. Proficient use of English language in written and oral form.
• Excellent communication and personal skills and ability to support end-users remotely or on-site.
• Ability to multitask and manage multiple projects.
• Experience with ticketing systems (Freshservice, or similar).
• Ability to work extended periods standing up and/or sitting down.
• Ability to lift at least 20 pounds at a time.
• Travel required – less than 20% of job duties