Carley Shaw

Desktop Technician The Desktop Technician (Tier 1) supports the organization’s day?to?day endpoint operations by managing incoming incidents and tasks, performing first?level troubleshooting, and ensuring timely issue resolution. This role focuses on frontline stability for Windows endpoints and contributes to operational efficiency by identifying trends, escalating appropriately, and maintaining a consistent user experience across the enterprise. Job Responsibilities for the Desktop Technician: Incident & Task Management • Monitor the Endpoint Architecture incident/task queue throughout the day. • Perform first?level triage, reach?outs, and resolution for common endpoint issues. • Document troubleshooting steps, resolution details, and escalate issues as needed. • Assist with trend identification and recurring issue reporting to support continuous improvement. Endpoint Support & Operations • Maintain Windows, MacOS, iOS and Android endpoints • Support onboarding tasks such as device setup, VPN configuration, and general access validation. • Provide support for endpoint issues including OS, applications, connectivity, and authentication. • Assist users both onsite and remote through clear, professional communication. Lifecycle & Deployment Support • Participate in hardware and software lifecycle processes (device preparation, basic software deployment). • Support quality assurance tasks for new builds or packages prepared by Desktop Engineering. Perform basic troubleshooting of deployments or updates (e.g., SCCM/MEM?related issues). Requirements for the Desktop Technician:

• 2+ years’ experience as the First-level triage and resolution for Windows, macOS, iOS, and Android devices, including OS, applications, connectivity, VPN, and authentication issues.
• Efficient monitoring, documentation, escalation, and trend identification to ensure timely issue resolution and operational stability.
• Hardware/software provisioning, onboarding support, QA validation, and basic troubleshooting of deployments (e.g., SCCM/MEM).

What’s in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization
• Close-knit and team-oriented culture

Why IDR?

• 20+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated’s Best of Staffing® Client and Talent Award winner 10 years in a row

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