Desktop Support Technician

firstPRO, Inc; Pennsauken Township (NJ); On-site; USD 50,000 - 70,000; Full time

Job summary

firstPRO, Inc is seeking a skilled Desktop Support Technician to join our IT Support Services team in Pennsauken Township, NJ. In this role, you will provide hands-on technical support across our multi-site corporate and manufacturing environment, ensuring end-user systems run smoothly. The ideal candidate should have experience in Windows 11, Microsoft 365, and strong troubleshooting skills.

You will work independently while delivering high-quality customer service, assisting users with both hardware and software issues. A background in IT and good communication skills are crucial for success in this position.

Qualifications

• 3–5 years of experience in desktop or end-user support within a corporate environment.
• Strong troubleshooting and analytical skills.
• Ability to work independently while managing multiple priorities.

Responsibilities

• Deliver daily desktop support to end users.
• Support and maintain Windows 11 systems.
• Administer and support Microsoft 365 services.
• Manage user accounts in Active Directory.
• Diagnose and resolve network connectivity issues.
• Provide support for mobile devices on iOS and Android.

Skills

Microsoft 365 (O365)

Active Directory

Windows 11

VPN technologies

Basic networking concepts

Laptop imaging

iOS and Android support

Troubleshooting skills

Customer service skills

Communication skills

Education

Associate’s or Bachelor’s degree in IT

Job description

We are looking for a skilled and customer-oriented Desktop Support Technician to join our IT Support Services team. In this role, you will deliver hands‑on technical support across a multi‑site corporate and manufacturing environment, ensuring end‑user systems, applications, and devices run smoothly and efficiently. The ideal candidate is proactive, communicates effectively, and has experience supporting a broad range of enterprise technologies.

Key Responsibilities

• Deliver daily desktop support to end users, including troubleshooting hardware, software, and peripherals
• Support and maintain Windows 11 systems, including configuration and issue resolution
• Administer and support Microsoft 365 services such as Outlook, Teams, and OneDrive
• Manage user accounts, permissions, and distribution groups within Active Directory
• Provide support for collaboration platforms, including Microsoft Teams and Webex
• Maintain and update the asset database, tracking deployed and in‑stock equipment
• Perform laptop imaging, provisioning, and deployment using standard corporate tools
• Diagnose and resolve network connectivity issues, including basic LAN/WAN troubleshooting
• Support VPN access and troubleshoot remote connectivity issues
• Assist with RSA multi‑factor authentication and related security tools
• Set up, maintain, and troubleshoot printers
• Provide support for mobile devices on both iOS and Android platforms
• Create and maintain knowledge base documentation
• Accurately document incidents, resolutions, and processes in the IT ticketing system
• Ensure a high level of customer satisfaction through clear communication and timely support
• Collaborate with other IT teams to escalate and resolve complex technical issues

Required Qualifications

• 3–5 years of experience in desktop or end‑user support within a corporate environment
• Strong working knowledge of:
• Microsoft 365 (O365)
• Active Directory
• Windows 11
• VPN technologies and remote access tools
• Basic networking concepts (LAN/WAN troubleshooting)
• Experience with laptop imaging and deployment processes
• Experience supporting iOS and Android mobile devices
• Strong troubleshooting and analytical skills
• Excellent customer service and interpersonal abilities
• Strong verbal and written communication skills
• Ability to work independently while managing multiple priorities
• Willingness to travel locally up to 20%

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology or a related field (or equivalent experience)
• Experience supporting Lenovo hardware in an enterprise environment
• Familiarity with ITIL practices or structured IT service management frameworks