Desktop Support Technician - Windows & macOS Expert

Phoenix Business Consulting (Intelligent Enterprise); Austin (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Phoenix Business Consulting (Intelligent Enterprise) is seeking a Desktop Support Technician to provide deskside and remote support for Windows and Apple systems in Austin, TX. You will handle imaging, deployment, onboarding, and ITSM ticket management while ensuring security and SLA compliance.

The role involves collaboration with cross-functional teams, mobile device support, asset management, and occasional on-call coverage. Mature communication and problem-solving skills are essential.

Qualifications

• 57 years of IT experience in desktop or end-user support.
• Hands‑on experience with Office 365 troubleshooting and administration.
• Strong knowledge of Windows 10/11 and macOS platforms.
• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
• Strong organizational skills with ability to prioritize multiple tickets and requests.
• Excellent interpersonal and customer service skills with a problem-solving mindset.
• Experience working in a help desk or call center environment preferred.
• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.
• Must be able to lift up to 50 lbs.

Responsibilities

• Provide deskside and remote support for Windows and Apple laptops/desktops.
• Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).
• Perform device imaging, deployment, and post-deployment troubleshooting.
• Configure and troubleshoot end-user devices.
• Support mobile device setup and troubleshooting (iOS/Android).
• Diagnose and resolve hardware and software conflicts.
• Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.
• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
• Ensure hardware assignments are accurate and recorded in the asset management system.
• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.
• Coordinate with vendors for repairs or replacements of malfunctioning equipment.
• Ensure support activities comply with IT policies, security standards, and SLAs.
• Participate in rotational on-call support (including nights/weekends).

Skills

Customer service

Time management

Problem-solving

Communication

Education

MCP

CompTIA A+

ITIL Foundation

Tools

ServiceNow

Windows Autopilot

Intune

VPN

Job description

Phoenix Business Consulting (Intelligent Enterprise) is seeking a Desktop Support Technician to provide deskside and remote support for Windows and Apple systems in Austin, TX. You will handle imaging, deployment, onboarding, and ITSM ticket management while ensuring security and SLA compliance.

The role involves collaboration with cross-functional teams, mobile device support, asset management, and occasional on-call coverage. Mature communication and problem-solving skills are essential.