Desktop Support Technician

TRC Talent Solutions; Atlanta (GA); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

TRC Talent Solutions is seeking a Desktop Support Technician to join an Endpoint Engineering team, supporting Windows and macOS environments. This role serves as the primary contact for escalated endpoint issues, collaborating with end users and engineering teams to troubleshoot problems and drive resolution.

The ideal candidate will have 7+ years of endpoint support experience, strong root cause analysis skills, and the ability to translate complex technical concepts into user-friendly

Qualifikationen

• 7+ years of technical support, endpoint support, desktop support, or related experience.
• Strong expertise supporting both macOS and Windows environments.
• Advanced troubleshooting and diagnostic skills across hardware, software, and operating systems.
• Experience using ticketing systems to track and manage incidents through resolution.
• Strong analytical, critical-thinking, and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to support users at all organizational levels.
• Customer-focused mindset with professionalism, empathy, and strong service skills.
• Ability to quickly learn new technologies, tools, and support processes.

Aufgaben

• Provide advanced support for Windows and macOS devices, serving as the first point of contact for escalated endpoint issues.
• Schedule and conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems.
• Perform root cause analysis and independently resolve complex hardware, software, and operating system issues.
• Collect and analyze logs, error details, and system diagnostics to support issue resolution and escalations.
• Partner with Windows and Mac Engineering teams to investigate and resolve recurring or large-scale technical issues.
• Create and maintain clear, effective knowledge base articles and technical documentation.
• Manage and update problem tickets impacting multiple users and ensure thorough documentation within the ticketing system.
• Collaborate with Microsoft Support and Apple Enterprise Support when necessary to resolve issues.

Kenntnisse

End-user support

Troubleshooting

Root cause analysis

Documentation

Communication

Learning agility

Customer service

Tools

Ticketing system

Jobbeschreibung

We are seeking a highly skilled Desktop Support Technician to join an Endpoint Engineering team supporting both Windows and macOS environments. This role serves as the primary point of contact for escalated endpoint issues, working directly with end users and engineering teams to troubleshoot complex technical problems, create knowledge documentation, and drive issue resolution. The ideal candidate will have extensive endpoint support experience, strong root cause analysis skills, and the ability to translate complex technical concepts into user-friendly solutions.

Key Responsibilities

• Provide advanced support for Windows and macOS devices, serving as the first point of contact for escalated endpoint issues.
• Schedule and conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems.
• Perform root cause analysis and independently resolve complex hardware, software, and operating system issues.
• Collect and analyze logs, error details, and system diagnostics to support issue resolution and escalations.
• Partner with Windows and Mac Engineering teams to investigate and resolve recurring or large-scale technical issues.
• Create and maintain clear, effective knowledge base articles and technical documentation.
• Manage and update problem tickets impacting multiple users and ensure thorough documentation within the ticketing system.
• Collaborate with Microsoft Support and Apple Enterprise Support when necessary to resolve issues.

Qualifications

• 7+ years of technical support, endpoint support, desktop support, or related experience.
• Strong expertise supporting both macOS and Windows environments.
• Advanced troubleshooting and diagnostic skills across hardware, software, and operating systems.
• Experience using ticketing systems to track and manage incidents through resolution.
• Strong analytical, critical-thinking, and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to support users at all organizational levels.
• Customer-focused mindset with professionalism, empathy, and strong service skills.
• Ability to quickly learn new technologies, tools, and support processes.

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. At TRC, we take pride in fulfilling our opportunity to add value to our client's business as their staffing partner, while working tirelessly to connect thousands of individuals each year with work opportunities where they can meet the needs of their families and have the potential to build their careers.