Desktop Support Technician- 3614385

Computer Technologies Consultants (CTC) is seeking a Desktop Support Technician to support the Armed Services YMCA (ASYMCA). This position is a remote opportunity, however occasional travel to customer sites is required!

• Tier 1 & Tier 2 Support: Diagnose and resolve hardware, software, operating system, and connectivity issues for corporate laptops, tablets, and peripherals.
• Device Lifecycle Management (DaaS): Execute standard imaging, secure enrollment, configuration, deployment, asset-tracking, and secure data-wiping/retirement of devices.
• Identity & Access Management: Handle routine user lifecycle requests, including onboarding/offboarding setup, password resets, Multi-Factor Authentication (MFA) configuration, and group access permissions.

• Intune & MDM Compliance: Monitor and enforce endpoint security policies via Microsoft Intune to ensure all devices are fully encrypted, continuously patched, and actively monitored.
• BYOD & Corporate Policy Enforcement: Validate and troubleshoot security and access requirements for both organization-purchased equipment and personal Bring Your Own Devices (BYOD).
• Incident Response: Assist with security patch deployment, vulnerability remediation, and endpoint isolation during active security events or audits.

• M365 Ecosystem Support: Provide day-to-day technical guidance and troubleshooting for Microsoft 365 productivity applications, OneDrive, and SharePoint.
• Voice Support (Teams Calling): Assist in provisioning endpoints, troubleshooting call queues, and supporting users as they operate within the Microsoft Teams Calling VoIP platform.
• Physical & Local Network Support: Conduct physical inspections of local server rooms and network closets. Perform hands-on tasks including the rack, stack, and cabling of switches, routers, firewalls, and wireless access points, alongside patch panel management.
• Infrastructure Validation: Regularly validate local power/UPS backups and environmental monitoring systems to maintain office uptime.

• Ticket Management: Log, triage, prioritize, and thoroughly document all service requests and incidents within the centralized ticketing platform, maintaining clear communication to meet strict SLAs.
• User Empowerment: Assist in tracking and delivering basic end-user training regarding security awareness, productivity tools, and general IT best practices.

• Experience: 2–4 years of experience in a Desktop Support or Technical Customer Service role.
• OS Expertise: Deep knowledge of Windows 10/11 operating systems, standard hardware diagnostics, and laptop component troubleshooting.
• Modern Workplace Tools: Hands-on experience with Microsoft Intune (or similar MDM platforms), Microsoft 365 Administration, and Microsoft Defender.
• Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, Wi-Fi configuration, and basic physical network infrastructure (cabling, switches, and patch panels).
• Communication & Availability: Excellent customer service skills with the ability to explain technical problems simply. Must be flexible to assist with on-call schedules or after-hours emergency support for critical incidents.
• Certifications (Preferred but not required): CompTIA A+, Network+, Security+, or Microsoft Certified: Endpoint Administrator Associate.
• Travel Requirements: Ability to coordinate and occasionally travel for nationwide site openings or critical physical infrastructure audits.

Full-Time Salary Range: TBD

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.