Desktop Support Technician

Kids for the Future; Goodyear (AZ); On-site; USD 50,000 - 65,000; Full time

Job summary

Kids for the Future is seeking a Desktop Support Technician in Goodyear, AZ to provide first‑level technical support for end users and IT infrastructure. The role focuses on resolving routine incidents, managing desktops, laptops, servers, and network connectivity, while escalating complex issues to the L2 Infrastructure team.

Ideal candidates have a solid foundation in Windows operating systems, Microsoft technologies, and customer service.

Qualifications

• 1–3 years of IT Help Desk, Desktop Support, or Infrastructure Support experience.
• Strong knowledge of Windows operating systems and Microsoft Office.
• Basic networking knowledge including IP addressing, DNS, DHCP, and Wi‑Fi troubleshooting.

Responsibilities

• Provide first-line technical support for hardware, software, network, and infrastructure issues.
• Respond to incidents and service requests within defined SLAs.
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals.
• Manage user accounts in Active Directory and Microsoft 365; perform password resets and mailbox management.
• Monitor IT systems and escalate complex issues to L2 team as needed.
• Assist in deploying new desktops, laptops, servers, and IT equipment; maintain asset inventory.

Skills

Windows OS

Microsoft 365

Networking

Customer service

Education

Associate's degree in CS/IT

Tools

Active Directory

Microsoft 365 Admin

Windows Server (basic)

Job description

• Location 1685 S. Litchfield Road,Goodyear, AZ, 85338,United States
• Employee Type Full Time

The Desktop Support Technician is responsible for providing first-level technical support for end users, IT infrastructure, and enterprise systems. The role focuses on resolving routine incidents, monitoring IT systems, supporting desktops, laptops, servers, Microsoft 365, and network connectivity, while escalating complex issues to the L2 Infrastructure team. The ideal candidate should have a strong foundation in Windows operating systems, networking, Microsoft technologies, and customer service.

Work Schedule: (Monday-Friday 830a - 530p)

Essential Job Duties and Responsibilities:

• Provide technical support for hardware, software, network, and infrastructure-related issues.
• Respond to incidents and service requests through the IT Service Desk within defined SLAs.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, IP phones, and mobile devices.
• Create, modify, disable, and manage user accounts in Active Directory and Microsoft 365.
• Perform password resets, account unlocks, mailbox management, and distribution group administration.
• Install, configure, and support Windows 10/11 operating systems and Microsoft Office applications.
• Assist with basic Windows Server administration under the guidance of the L2 team.
• Monitor server, network, and infrastructure alerts and escalated critical issues when required.
• Perform routine system health checks and report abnormalities.
• Support LAN, Wi-Fi, VPN, printers, and basic network connectivity issues.
• Configure and troubleshoot basic TCP/IP, DNS, DHCP, and network settings.
• Install and update antivirus, endpoint security, and operating system patches.
• Assist in deploying new desktops, laptops, servers, and IT equipment.
• Perform hardware replacement and basic troubleshooting for desktops, laptops, and peripherals.
• Maintain IT asset inventory, documentation, and service records.
• Follow standard operating procedures (SOPs) and security policies.
• Support onboarding and offboarding activities, including user account setup, device provisioning, and access management.
• Coordinate with vendors for hardware warranty and service requests when required.
• Escalate unresolved technical issues to the L2 Infrastructure team with complete troubleshooting details.
• Participate in IT infrastructure maintenance activities and scheduled system upgrades.

Requirements

• Associate's degree in computer science, Information Technology, or a related field.
• 1-3 years of experience in IT Help Desk, Desktop Support, or Infrastructure Support.
• Good knowledge of Windows operating systems and Microsoft Office.
• Basic understanding of Active Directory and Microsoft 365 administration.
• Basic networking knowledge, including IP addressing, DNS, DHCP, and Wi-Fi troubleshooting.
• Familiarity with desktop hardware, printers, and peripheral devices.