ibml · 10 hours ago
Desktop Support Technician
Birmingham, Alabama, United States
Full-time
Onsite
Entry Level
1+ years expibml is seeking a Desktop Support Technician to be the first point of contact for employees needing technical assistance. This role is responsible for diagnosing and resolving hardware, software, and network issues to ensure minimal disruption to business operations.
Information Technology
Responsibilities
Provide first-level technical support via phone, email, and ticketing system
Troubleshoot and resolve issues related to infrastructure, including but not limited to servers, desktops, laptops, printers, mobile devices, and peripherals
Assist with software installations, updates, troubleshooting and configurations
Manage user accounts, permissions, and password resets in Active Directory and other systems
Track and monitor problems to ensure timely resolution in line with our SLA’s
Escalate complex issues to Tier 2/3 support or vendors as needed
Document all support requests and resolutions in the helpdesk system
Provide professional and quality technical support and customer service in person, on the phone and via the ticketing system
Maintain communication with users during the problem resolution process (minimum of daily updates required)
Create and maintain knowledge base articles for common issues and solutions
Support onboarding and offboarding processes for employees
Track and manage inventory of end-user equipment
Ensure compliance with IT security policies and procedures
Other tasks as assigned
Qualification
Required
Provide first-level technical support via phone, email, and ticketing system
Troubleshoot and resolve issues related to infrastructure, including but not limited to servers, desktops, laptops, printers, mobile devices, and peripherals
Assist with software installations, updates, troubleshooting and configurations
Manage user accounts, permissions, and password resets in Active Directory and other systems
Track and monitor problems to ensure timely resolution in line with our SLA's
Escalate complex issues to Tier 2/3 support or vendors as needed
Document all support requests and resolutions in the helpdesk system
Provide professional and quality technical support and customer service in person, on the phone and via the ticketing system
Maintain communication with users during the problem resolution process (minimum of daily updates required)
Create and maintain knowledge base articles for common issues and solutions
Support onboarding and offboarding processes for employees
Track and manage inventory of end-user equipment
Ensure compliance with IT security policies and procedures
Other tasks as assigned
Preferred
Education: Associate degree in IT or related field (or equivalent experience)
Experience: 1–2 years in a helpdesk or technical support role
Proficiency with Windows and macOS operating systems
Familiarity with Microsoft 365, Active Directory, and basic networking concepts
Knowledge of ticketing systems (e.g., Ninja, ServiceNow, Zendesk)
Soft Skills: Strong communication, problem-solving, and customer service skills
Experience supporting remote users and VPN connectivity
Familiarity with ITIL practices
CompTIA A+, Network+, or similar certifications
Company
ibml
Data drives your business decisions, but it's locked away in your documents.
201-500 employees
H1B Sponsorship
ibml has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2007-07-05Acquired
Leadership Team
Peter Rudak
Chief Technology Officer
G. Russell Smith
CFO
Recent News
EIN Presswire
2025-05-10
2025-05-06
Company data provided by crunchbase