Desktop Support

Description

We are seeking a skilled and customer-focused Desktop Support Technician in Waco, TX. The ideal candidate will have a strong technical background in Windows environments, excellent problem-solving abilities, and a passion for delivering outstanding support to end users.

Key Responsibilities

• Provide technical support for Windows-based systems, including Active Directory, PowerShell, Microsoft 365, MS Teams, OneDrive, and remote access tools such as Bomgar and RDP
• Troubleshoot and resolve issues related to desktops, laptops, VDI environments, and peripheral devices
• Utilize the ServiceNow ticketing system to manage and document incidents, service requests, and resolutions
• Monitor and manage individual work queues to ensure timely resolution of technical issues and service requests
• Maintain high levels of customer satisfaction through effective communication and follow-through
• Collaborate with team members to identify and implement process improvements
• Ensure compliance with corporate and divisional policies and procedures
• Complete tasks assigned by dispatchers or management and update service tickets promptly

Required Skills & Qualifications

• Strong knowledge of Windows 10, desktop support, and VMware environments
• Proficiency in Microsoft Office 365 and related collaboration tools
• Experience with Active Directory and PowerShell scripting
• Familiarity with remote support tools such as Bomgar and RDP
• Prior experience using ServiceNow or similar ITSM platforms
• Excellent verbal and written communication skills
• Strong customer service orientation with a proactive and adaptable mindset
• Ability to work independently and manage multiple priorities effectively

Preferred Qualifications

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus
• Experience supporting virtual desktop infrastructure (VDI) environments