Desktop Support Technician

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Job Summary

This role is responsible for providing technical support to employees across the organization, ensuring reliable access to systems, applications, and services in a hybrid environment that includes on-premises Active Directory and Microsoft 365. The ideal candidate will be a strong communicator and problem solver with a service-oriented mindset.

Essential Job Functions

Provide frontline technical support for end users across Windows desktop/laptop systems, mobile devices, and peripherals.

• Troubleshoot and resolve issues in a hybrid environment using Microsoft 365 and Active Directory.
• Support user account management, including onboarding, password resets, permissions, and group policy assignments.
• Manage incidents and service requests using the company’s ITSM/ticketing system.
• Diagnose and resolve connectivity issues including VPN, MFA, and remote access tools.
• Support the use of collaboration tools such as Microsoft Teams, Outlook, SharePoint, and OneDrive.
• Perform routine software installations, updates, and basic system administration tasks.
• Document solutions, maintain a knowledge base, and contribute to process improvement.
• Escalate complex issues as needed and coordinate resolution with internal teams or vendors.
• Assist during planned maintenance windows.
  
  

Core Skills/Competency Requirements

• Experience: Minimum of 3 years in an IT support/help desk role supporting a hybrid Microsoft environment.
• Technical Proficiency: Solid experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows 10/11, and hybrid Active Directory environments.
• IT Systems: Familiarity with endpoint management tools and MDM (e.g., Intune), VPN clients, and remote desktop support tools.
• Problem Solving: Strong analytical skills and ability to troubleshoot technical issues methodically and efficiently.
• Communication: Ability to clearly communicate technical solutions to users with varying levels of technical proficiency.
• Customer Service: Professional, patient, and courteous approach with a commitment to high-quality support.
• Certifications (preferred): CompTIA A , Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent.
• Education: Associate’s degree in Information Technology or equivalent work experience.
  
  

Protective Industrial Products (PIP) is an equal opportunity employer that is committed to diversity and inclusion in the

workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation,

national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination,

layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. PIP makes hiring decisions based

solely on qualifications, merit, and business needs at the time. For more information, you may request access to our EEO policy.