Come work at a place where innovation and teamwork come together to support the most exciting missions in the world Full Job Description Desktop & Laptop Support: Provide on-site and remote support for desktop computers, laptops, printers, mobile devices, and other hardware. Troubleshoot and resolve issues related to operating systems, applications, and peripheral devices. Software Installation & Configuration: Install, configure, and update software applications as per organizational needs. Perform OS upgrades, patches, and security updates. Incident & Request Management: Monitor and respond to support tickets and service requests in a timely manner. Prioritize and resolve issues based on severity, impact, and SLA requirements. User Support: Assist end-users with technical queries related to their workstations, mobile devices, applications, and network connectivity. Provide training and guidance on IT best practices. Hardware Maintenance & Upgrades: Perform routine maintenance on hardware, including desktops, laptops, and printers. Assist in hardware upgrades, replacements, and installations. System Imaging & Deployment: Prepare and deploy system images for new hardware setups, ensuring configurations are aligned with organizational standards. Security & Compliance: Assist in maintaining IT security protocols by ensuring that devices are updated with the latest security patches and anti-virus definitions. Enforce company security policies to ensure compliance. Collaboration & Escalation: Work closely with other IT teams (networking, infrastructure, security, etc.) to resolve complex technical issues. Escalate unresolved or critical issues to senior support engineers or specialists as needed. Documentation & Reporting: Maintain clear and concise documentation related to issues, resolutions, and processes. Assist in creating user manuals, FAQs, and other support materials. Asset Management: Assist with tracking hardware and software inventory. Ensure all equipment is tagged and recorded accurately. Remote Support: Provide remote support for users working off-site, including troubleshooting, and resolving issues via remote desktop tools, phone, or email. Key Skills and Qualifications: Educational Background: Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience). Experience: 2-5 years of experience in an IT support or desktop support role, with hands-on experience in troubleshooting hardware, software, and network-related issues. Technical Skills: Proficiency in Windows OS (Windows 10, 11), macOS, and basic Linux knowledge. Strong experience with Microsoft Office Suite (Word, Excel, Outlook, etc.). Familiarity with Active Directory (AD), user account management, and group policies. Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira). hardware knowledge (laptops, desktops, printers, etc.). Experience with remote support tools (e.g., TeamViewer, Remote Desktop, etc.). Soft Skills: Excellent communication skills, both verbal and written. Strong customer service orientation with a focus on problem-solving. Ability to handle multiple tasks and priorities in a fast-paced environment. Attention to detail and a methodical approach to troubleshooting. Strong interpersonal skills and ability to work collaboratively within a team. Certifications (Preferred but not required): Microsoft Certified: Windows OS or related certifications. ITIL Foundation certification is a plus.