Desktop Support Technician

Job Overview : The IT Desktop Support Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure at a manufacturing facility in Oneonta, NY. This role may require the candidate to be available for on-call 24/7 support. The ideal candidate will have strong experience with Microsoft-based applications, especially Windows 7/10/11, MS Office suites, and troubleshooting hardware and software issues. The technician will rely on internal training, prior knowledge, and judgment to diagnose, resolve, or route service requests as per documented processes. This position reports directly to the IT Site Lead. Key Responsibilities : Active Directory Administration : Manage user accounts, permissions, and group memberships. Mobile Device Support : Provide limited support for corporate mobile devices. Cloud Applications : Troubleshoot and support cloud-based applications (Microsoft and third-party). VPN Troubleshooting : Assist with Cisco VPN connectivity issues. Antivirus Remediation : Minimize and address antivirus threats. Remote Connections : Utilize remote access tools for troubleshooting and support. Imaging & Deployment : Support server utilization for imaging and deployment. Asset Lifecycle Management : Oversee hardware lifecycle and asset management. Browser & Software Support : Support various browsers (IE, Chrome, Safari) and software installations/configurations. Printer & Driver Support : Troubleshoot printer and driver issues, including installation and configuration. Telephony Support : Manage and deploy IP telephony devices. ServiceNow : Utilize ServiceNow for ticket management and incident tracking. Hardware Ordering & Inventory : Manage IT hardware inventory and procurement. Mac OS Support : Provide limited support for Mac OS and hardware issues. Additional Responsibilities : Documentation management, onboarding/training new hires. Conference room support and vendor engagement as needed. Cross-team interaction and collaboration on IT-related projects. Smart-hands tasks, desktop imaging, and troubleshooting. Support for cyber security vulnerability mitigation and other tasks as assigned. Meeting Support : Work with media teams and IT for troubleshooting and resolving meeting-related technical issues. Perform testing, monitoring, analysis, and resolution of performance or technology-related problems. Troubleshoot issues and engage appropriate teams for resolution. Smart Hands : Assist external IT teams with infrastructure installations, server reboots, and IT hardware setup. Handle IT hardware installations and support power cycling and remote access tasks. Manage IT equipment installations and coordinate with network teams for setup. Education and Experience : Minimum : Associate Degree Experience : 2 years of relevant IT support experience, including hardware experience beyond just imaging/deployment. Preferred Certifications : CompTIA IT Fundamentals CompTIA A CompTIA Cloud CompTIA Mobility CompTIA Network CompTIA Server Required Skills : Strong time management and task prioritization skills. Excellent communication and interpersonal abilities. Self-starter with the ability to work in a team environment and motivate others. Effective organizational and planning skills with the flexibility to adapt to changing priorities. Desired Skills : Experience with hardware/software installation, troubleshooting, and support. Basic knowledge of smart hands (network configuration). Active Directory administration experience. Familiarity with desktop imaging and deployment server(s). Basic knowledge management skills. Travel Requirement : Minimal travel expected.