Sharp Brains · 18 hours ago
Desktop Support Technician
Batesville, IN
Full-time
Onsite
Entry Level
2+ years expSharp Brains is seeking a Desktop Support Technician to provide technical support for desktops, laptops, and mobile devices. The role involves troubleshooting hardware and software issues, managing incidents, and ensuring compliance with security policies.
ConsultingData CenterInformation TechnologyNetwork Hardware
Hiring Manager
Rao Waqar Ahmad (CHRP)©
Responsibilities
Provide Level 1 support for desktops, laptops, printers, and mobile devices
Assist users with Windows, macOS, and Linux operating systems
Troubleshoot hardware and software issues, including MS Office, Outlook, VPN, and collaboration tools (Teams, Zoom, etc.)
Support password resets, account unlocks, and basic Active Directory tasks
Configure and install applications, drivers, and patches
Escalate incidents to L2/L3 or vendor support as per defined SLAs
Log, track, and resolve incidents and requests via ITSM tools (e.g., ServiceNow, Remedy, Jira)
Provide timely updates and ensure ticket closure within SLA
Document solutions and update knowledge base articles
Support setup and configuration of desktops, laptops, and thin clients
Assist in hardware replacements (RAM, HDD, peripherals, etc.)
Troubleshoot printer and scanner connectivity
Support basic network troubleshooting (LAN/Wi-Fi/VPN issues)
Assist with IP configuration, DNS, and proxy settings
Escalate advanced networking issues to the NOC team
Work closely with IT colleagues, vendors, and end-users to ensure seamless support
Communicate technical issues clearly to non-technical users
Assist in onboarding/offboarding activities for new joiners/leavers (system setup, access provisioning)
Ensure endpoint compliance with security policies (antivirus, encryption, updates)
Report security incidents or policy violations
Support MFA/SSO-related queries
Qualification
Required
2-3 years of IT support/helpdesk experience
Strong knowledge of Windows 10/11, MS Office, and common enterprise apps
Familiarity with ITSM ticketing tools
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Excellent communication and problem-solving skills
Customer-oriented approach with strong interpersonal skills
Preferred
Bachelor's degree or diploma in IT/Computer Science (preferred)
Experience with SCCM, Intune, or other endpoint management tools
Knowledge of Active Directory and Office 365 administration
Exposure to Citrix, VMware Horizon, or VDI environments
IT certifications (CompTIA A+, Microsoft M365, ITIL Foundation)
Company
Sharp Brains
Sharp Brains is a IT technical support services provider.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase