Desktop Support

VOLTO Consulting • Full-time • Pensacola, FL, US • $20 - $25 / year • 3m ago

Job Overview

We are seeking a skilled Desktop Support / Field Services Technician to provide hands-on technical support for end-user computing devices, collaboration tools, and IT infrastructure across multiple locations. The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting Windows, macOS, mobile devices, and enterprise productivity tools.

This role involves desktop support, hardware break-fix, conference room support, asset management, incident management, and white-glove executive support in a fast-paced enterprise environment.

Key Responsibilities Technical Support & Troubleshooting

Provide onsite support for desktops, laptops, printers, mobile devices, and peripherals
Diagnose and resolve hardware, software, and network connectivity issues
Perform installations, upgrades, imaging, and device configurations
Support conference room technology and audiovisual equipment
Execute hardware repairs and break-fix activities

Service Delivery & Customer Support

Respond to incidents and service requests within SLA timelines
Deliver white-glove support for executive and VIP users
Assist with onboarding, device setup, and user transitions
Communicate technical issues clearly to non-technical users
Ensure high-quality customer experience and timely issue resolution

Asset & Inventory Management

Track IT assets and maintain accurate inventory records
Perform asset tagging and CMDB updates in ServiceNow
Coordinate equipment deployment, refreshes, and decommissioning
Manage staging and imaging activities for new devices

Incident & Request Management

Log and resolve incidents using ServiceNow or similar ITSM tools
Escalate complex issues to higher-level support teams
Follow SOPs, knowledge base articles, and operational procedures
Document troubleshooting steps and technical solutions

Collaboration & Operations

Coordinate with vendors, remote teams, and internal IT groups
Support IT rollouts, migrations, and special projects
Participate in disaster recovery and business continuity support
Perform proactive site walks and equipment health checks

Required Qualifications

Associate degree in IT, Computer Science, or equivalent experience
2+ years of desktop support or field services experience
Experience supporting Windows 10/11 and macOS environments
Knowledge of iOS and Android mobile device support
Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
Understanding of Active Directory, DNS, DHCP, and network troubleshooting
Experience with ServiceNow or similar ITSM platforms
Familiarity with MDM tools such as Intune or AirWatch
Strong hardware troubleshooting and repair skills

Preferred Skills