Desktop/End User Support Technician

Become a part of our caring community The Desktop / End User Support Technician provides technical support for desktop hardware, software, peripherals, and end-user technology services. This role is responsible for diagnosing, troubleshooting, and resolving moderately complex technical issues escalated from first-level support teams while delivering exceptional customer service to associates and business partners. The technician supports a variety of desktop computing environments, responds to support requests through multiple channels, and ensures issues are documented, tracked, and resolved in accordance with service level expectations. This position also assists with end-user training, technology adoption, and continuous improvement initiatives. The ideal candidate is customer-focused, technically proficient, and capable of working independently within established support processes and operational guidelines. Key Responsibilities Provide technical support for desktop hardware, software applications, operating systems, mobile devices, printers, and peripheral equipment. Research, troubleshoot, and resolve moderately complex technical issues escalated from first-level support teams. Respond to escalated support requests received through telephone, email, chat, ticketing systems, and online support channels. Diagnose system, application, hardware, and connectivity issues and implement appropriate solutions. Document incidents, service requests, troubleshooting steps, and resolutions using applicable ticketing and support systems. Track, monitor, and manage support cases through resolution while providing timely status updates to customers. Escalate complex issues to appropriate technical teams when necessary and coordinate resolution efforts. Install, configure, maintain, and support desktop hardware, software, and related technology solutions. Assist with workstation deployments, upgrades, equipment replacements, and technology refresh initiatives. Provide guidance