Overview

The PC Support Technician plays a pivotal role in ensuring the smooth operation of an organization’s desktop computing environment. This individual will be responsible for providing day-to-day incident and request support to end users, as well as supporting the successful execution of a large-scale PC refresh project. The ideal candidate is a problem solver with a collaborative spirit, technical acumen, and dedication to outstanding customer service.

Required Skills

· Minimum of 2 years’ experience in a desktop or IT support role, preferably within a medium-to-large enterprise environment.

· Strong knowledge of Windows operating systems (Windows 10/11), Microsoft Office Suite, and common business productivity applications.

· Experience with imaging, configuring, and deploying PC hardware in a business setting.

· Familiarity with common ticketing systems (e.g., ServiceNow, Jira Service Desk, Zendesk) and remote support tools.

· Excellent troubleshooting skills in diagnosing hardware, software, and network issues.

· Working knowledge of Active Directory user and device management.

· Basic understanding of network protocols, permissions, and security best practices.

· High degree of professionalism, integrity, and customer service orientation.

· Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously

· Strong verbal and written communication skills.

· Relevant technical certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator) are a plus.

Preferred Qualifications

· Previous experience participating in PC refresh, hardware lifecycle, or technology rollout projects.

· Experience supporting Mac OS and mobile devices (iOS/Android).

· Familiarity with remote desktop management and deployment tools (e.g., SCCM, Intune, MDT).

Key Responsibilities

· User Support & Incident Resolution

· Respond promptly to user-reported incidents and requests via ticketing system, email, phone, or in-person interactions.

· Troubleshoot and resolve hardware, software, and network connectivity issues across desktops, laptops, and peripheral devices.

· Document and escalate complex issues to higher-level IT staff as necessary, ensuring accurate tracking and clear communication with users.

· Educate end users on basic troubleshooting steps and best practices to foster self-sufficiency and reduce recurring incidents.

· Maintain detailed logs of support activities and resolutions for knowledge base development and trend analysis.

PC Refresh Project Execution

Assist in planning and coordinating the logistics of the organization’s PC refresh project, including inventory tracking, scheduling, and communication with stakeholders.

Prepare new PC hardware by imaging, configuring, and verifying the functionality of operating systems and essential applications according to company standards.

Migrate user data, settings, and profiles from legacy devices to new workstations with minimal disruption to business operations.

Deploy, install, and physically set up new workstations at users’ desks, ensuring proper connectivity and peripheral integration.