About this role
Support new and existing workstations by diagnosing and resolving hardware and software issues across Windows and macOS. Build golden images, deploy software, handle remote troubleshooting, update trouble tickets, and escalate unresolved issues.
Key Responsibilities
- Provision and configure new client workstations; Develop and maintain golden images for deployments; Act as first point of contact for technical assistance by phone or email; Perform remote troubleshooting and diagnose issues; Update client trouble tickets and support logs, escalating unresolved cases
Technical Overview
Performs workstation provisioning and maintenance including operating system installation, software deployment, and configuration adjustments (including removing bloatware). Troubleshoots issues remotely using diagnostic techniques and integrates clients into domains with Active Directory and Azure AD, while logging incidents in ticketing/support systems.
Ideal Candidate
The ideal candidate is an entry-level Service Desk Technician with 1–3 years of workstation provisioning experience. They can build and maintain golden images, troubleshoot Windows and macOS issues (often remotely), integrate domains using Active Directory and Azure AD, and reliably document incidents in support logs/ticketing systems.
Must-Have Skills
1–3 years in workstation provisioning and working Service Desk ticketsMust be US CitizenMust be located in or near the Greater Tampa Bay areaMust be willing to work in the office Mon-FriProficiency in EnglishExperience as a Service Desk Technician or in a similar customer support technical roleStrong knowledge of office automation productsdatabasesand remote toolsAbility to diagnose and resolve basic technical issues
Nice-to-Have Skills
Provide remote troubleshooting using diagnostic techniques and targeted questionsCreate and maintain support documentation
Tools & Platforms
WindowsmacOSActive DirectoryAzure ADoffice automation productsdatabasesremote toolssupport logs
Required Skills
workstation provisioningService Desk ticketsWindowsmacOSremote troubleshootingActive DirectoryAzure ADgolden imagessoftware deploymentincident loggingsupport logsconfiguration adjustmentsremoving bloatwareoffice automation productsdatabasesremote toolscustomer serviceescalation
Hard Skills
workstation provisioningService Desk ticketsdiagnosing and resolving issuescomputer hardware troubleshootingcomputer software troubleshootingoperating system installationWindowsmacOSsoftware deploymentconfiguration adjustmentsremoving bloatwareDomain integrationActive DirectoryAzure ADgolden imagesworkstation image maintenanceremote troubleshootingdiagnostic techniquesincident loggingsupport logssupport documentationremote toolsoffice automation productsdatabasescomputer systems troubleshootingmobile devices troubleshootingnetwork maintenancenetwork hardware maintenancecustomer trouble ticketsescalation to next-level supportsupport documentation standardsonsite support
Soft Skills
clear communicationexplaining solutions to non-technical userscustomer servicepatienceprofessionalismcommunication with customerscollaboration with customers
Keywords for Your Resume
Level I IT Bench TechnicianIT Bench Technicianworkstation provisioningService DeskService Desk ticketstrouble ticketsincident loggingsupport logsgolden imagesremote troubleshootingdiagnostic techniquestargeted questionsWindowsmacOSoperating system installationsoftware deploymentconfiguration adjustmentsremoving bloatwareActive DirectoryAzure ADservice desk technicianoffice automation productsdatabasesremote toolscustomer serviceescalate unresolved issuesonsite support
Deal Breakers
Must be a US Citizen, Must be located in or near the Greater Tampa Bay area, Must be willing to work in the office Mon-Fri, 1–3 years workstation provisioning and Service Desk ticket experience
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