Encompass Digital Media

IT Desktop Support Technician

Encompass Digital Media

full-time

Posted on:

Location Type: Office

Location: Atlanta • United States

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Job Level

Junior

Tech Stack

MacOS

About the role

  • Operates under the supervision of the IT User Support Manager as part of a globally distributed IT team.
  • Required to be on-site during regular business hours to ensure consistent and reliable support for end users.
  • Acts as the first point of contact for users experiencing technical difficulties.
  • Logs support requests comprehensively in the ticketing system and ensures each case is tracked through resolution or escalation.
  • Diagnoses technical problems accurately, collects relevant details, and conducts initial troubleshooting using available resources.
  • Applies documented solutions effectively by following step-by-step instructions and utilizing remote access and administrative tools.
  • Supports employee onboarding and offboarding by provisioning equipment and documenting tasks to meet compliance standards.
  • Monitors for potential system outages or recurring issues and promptly informs Team Leads based on gathered data and ticket patterns.
  • Oversees the daily handling and maintenance of IT hardware such as computers, printers, and related devices.
  • Helps with collaboration technologies, including conference room systems and Microsoft Teams Voice Devices.
  • Demonstrates a proactive attitude toward learning new technologies and embracing additional duties as needed.

Requirements

  • 1–3 years of hands-on experience in a corporate IT environment, providing end-user support across a wide range of desktop technologies.
  • Proficient in using ticketing systems such as ServiceDesk Plus to manage and track support requests.
  • Familiar with operating within a structured, multi-level escalation framework.
  • Demonstrates strong expertise in supporting Microsoft Office 365 applications, including OneDrive and Teams.
  • Well-versed in troubleshooting and maintaining Windows 11 desktop environments.
  • Capable of resolving issues on Apple macOS laptops.
  • Understands IPv4 networking fundamentals and can diagnose connectivity issues from the desktop level.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
end-user supporttroubleshootingticketing systemsMicrosoft Office 365Windows 11Apple macOSIPv4 networkingremote accessadministrative toolscompliance standards
Soft Skills
proactive attitudecommunicationproblem-solvingattention to detailteam collaborationcustomer serviceadaptabilityorganizational skillstime managementlearning agility