Desktop Support Technician

Matrix USA; United States; Hybrid; USD 42,000 - 68,000; Full time

Job summary

Matrix USA is seeking Desktop Support Technicians to install, upgrade, and troubleshoot hardware and software for our client base. You will communicate clearly with end users, perform remote troubleshooting, and multitask across technical support roles.

Some travel may be required and the role reports to the Desktop IT Manager. The team works across on-site and remote environments, supporting a global client portfolio and a DevOps-oriented culture.

Qualifications

• Hands-on experience with Windows OS and PC troubleshooting.
• Experience supporting end users and documenting issues.
• Familiarity with remote troubleshooting techniques and tools.
• Knowledge of Office Suite applications and peripherals.
• Experience with ServiceNow is a plus.

Responsibilities

• Provide on-site and remote technical support to users.
• Fully document support tickets on reported issues.
• Remotely assist customers through installation of applications and peripherals.
• Guide users with step-by-step instructions.
• Conduct remote troubleshooting when required.
• Test alternative pathways to resolve issues.
• Customize desktop applications to user needs.
• Escalate issues as appropriate.
• Follow up with clients to ensure system functionality.
• Create technical documentation and manuals.

Skills

Windows OS

Active Directory

PC troubleshooting

Remote troubleshooting

MS Teams

Office Suite

Printers

Scanners

Network security

Documentation

Tools

Service Now

Job description

Job Description

We are searching for Desktop Support Technicians to support our client You will help install, upgrade, and troubleshoot all hardware and software for the installed client base. To succeed in this position, you will possess excellent problem-solving skills and the ability to communicate clearly and precisely with the end user. Successful candidates will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the Desktop IT Manager.

Job Description

We are searching for Desktop Support Technicians to support our client You will help install, upgrade, and troubleshoot all hardware and software for the installed client base. To succeed in this position, you will possess excellent problem-solving skills and the ability to communicate clearly and precisely with the end user. Successful candidates will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the Desktop IT Manager.

Responsibilities

• Provide on-site and remote technical support to users.
• Fully document support tickets on reported issues
• Remotely assist customers through installation of applications and computer peripherals.
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting when required
• Test alternative pathways to resolve an issue
• Customize desktop applications to meet user needs
• Escalate issues as appropriate
• Follow up with clients to ensure continued system functionality
• Report and document customer feedback and potential product requests
• Create technical documentation and manuals

Requirements:

Qualifications

• An ability to work independently and in a team setting with others professionally and respectfully
• An ability to adjust to changing situations to meet Urgent and critical issues
• Hands-on experience in Operating Systems and Office Suite, including MS Teams
• Working knowledge of office automation products and computer peripherals, including but not limited to printers and scanners.
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear and concise instructions
• Excellent problem-solving and multitasking skills
• Service Now experience (preferred)

Requirements

• Desktop support two years+ (preferred)
• Strong, systematic, and professional problem-solving skills
• Proficiency with Windows OS, Active Directory administration, and PC troubleshooting
• Deliver high-quality customer service and technical support
• Customer-oriented attitude

Why Join Us?

You’ll work with a talented global team, contribute to meaningful technical initiatives, and help shape a high‑performing DevOps culture.

Matrix is a global, dynamic, and fast‑growing technology services and consulting company with over 17,000 employees worldwide. Founded in 2001, Matrix has grown through significant organic expansion and strategic acquisitions, executing some of the largest and most impactful technology projects in the market.

We specialize in the design, development, and implementation of advanced technologies, software solutions, and digital products. Our services include infrastructure and consulting, IT outsourcing and offshore delivery, training and assimilation programs, and acting as a trusted implementation and delivery partner for the world’s leading software vendors.

With deep expertise across both the private and public sectors—spanning Finance, Telecom, Healthcare, Hi‑Tech, Education, Defense, and Security—Matrix serves a strong customer base in Israel alongside a continuously expanding global client portfolio.

At Matrix, our people are at the heart of our success. We are a community of talented, creative, and dedicated professionals who are passionate about innovation and excellence. We actively attract, develop, and retain top talent, recognizing that every employee’s contribution is critical to our continued growth and future success.

Matrix’s success is built on a challenging and engaging work environment, competitive compensation and benefits, and meaningful career development opportunities. We foster a diverse, inclusive culture that encourages collaboration, continuous learning, and growth—together.

Join the winning team. Be challenged, grow your career, and enjoy the journey in a highly respected global organization.

To learn more, visit: www.matrix-ifs.com