Desktop Support Technician

GDR Group; Plano (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

401(k) plan

Medical insurance

Dental insurance

Vision insurance

Paid holidays

Vacation days

Sick leave

Onboarding & training

Modern workspace

Team culture

Work-life balance

Job summary

GDR Group seeks a Desktop Support Technician to deliver reliable technology solutions and excellent user experiences. The role covers hardware/software support for Windows and Mac, remote troubleshooting, and coordinating warranty services.

You will handle device lifecycle tasks, basic mobile device management, and contribute to documentation and training. Office locations within a client environment, occasional travel to other sites may be required.

Qualifications

• 1–2+ years in a desktop support or corporate helpdesk environment preferred.
• Technically inclined and eager to learn new tools and platforms.
• Clear and concise communicator with the ability to explain technical concepts to non-technical users.
• Familiar with Windows 10/11; Mac OS experience is a plus.
• Skilled in teamwork and conflict resolution in a professional setting.
• Self-starter with strong follow-through and attention to process.
• Able to work independently while following team procedures and protocols.

Responsibilities

• Provide timely support for hardware and software issues for Windows and Mac environments.
• Troubleshoot remotely using VNC and KVM switch.
• Reimage systems, install OS and standard software (onsite and remote).
• Coordinate warranty support with Dell and schedule onsite service when needed.
• Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom.
• Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures.
• Deliver prompt and courteous user support via ticketing system, Google Chat and Gmail, Zoom.

Skills

Clear communication

Detail-oriented

Proactive

Teamwork

Customer service

Tools

Windows 10/11

Mac OS

VNC

KVM switch

Active Directory

VPN

Google Workspace

MS Office

Box

Zoom

DHCP/DNS

Wireless networking

Logitech video systems

Job description

Description

Overview

We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.

Key Responsibilities

Technical Support

• Provide timely support for hardware and software issues for both Windows and Mac environments
• Troubleshoot remotely using VNC and KVM switch
• Reimage systems, install OS and standard software (onsite and remote)
• Coordinate warranty support with Dell and schedule onsite service when needed
• Resolve common technical issues, including:
• Network connectivity
• System crashes/blue screens
• Printing problems
• Virus removal
• Basic administration and troubleshooting of:
• DHCP / DNS
• Active Directory
• VPN and remote access tools
• Windows domain account issues
• Wireless connectivity and hotspots
• Collaborate with the network team on basic troubleshooting tasks
• Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
• Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures

Customer Service

• Deliver prompt and courteous user support via:
• Wolken ticketing system (incident resolution and device lifecycle tasks)
• Google Chat and Gmail (Outlook familiarity is a plus)
• Zoom Calling and Zoom video conferencing
• Maintain a positive user experience with clear communication and professionalism

Asset & Inventory Management

• Maintain accurate records of hardware assets
• Ensure timely deployment, collection, and tracking of end-user devices

Special Projects & Additional Duties

• Assist with software and process testing and validation
• Create clear, user-friendly technical documentation
• Provide 1:1 or group technical training (remote or in-person)
• Support office signage placement and daily ticket review/assignment tasks
• May require occasional travel to other office locations

Work Schedule & Benefits

• Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch)
• No weekend or after-hours support expected (exceptions for special projects)
• Benefits include:
• Paid holidays, vacation, and sick leave
• 401(k) plan
• Medical, dental, and vision insurance
• Structured onboarding and training
• Modern workspaces and innovative technology
• Supportive, team-oriented culture with strong work-life balance

Work Location Flexibility

This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it.

Travel Expectations

• Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions.

Requirements

Qualifications

• 1–2+ years in a desktop support or corporate helpdesk environment preferred
• Technically inclined and eager to learn new tools and platforms
• Clear and concise communicator with the ability to explain technical concepts to non-technical users
• Familiar with Windows 10/11; Mac OS experience is a plus
• Skilled in teamwork and conflict resolution in a professional setting
• Self-starter with strong follow-through and attention to process
• Able to work independently while following team procedures and protocols