Desktop Support Technician

Overview

The Desktop Support Technician (DST) is a hands-on IT role responsible for delivering reliable, responsive technical support to Inertia employees while assisting with the administration and operation of core corporate IT systems. The position is approximately 75% end-user support and 25% systems administration and back-end support, with additional opportunities to contribute to IT projects and strategic initiatives.

The DST will serve as a key point of contact for day-to-day IT needs and will play an important role in ensuring employees have the technology, access, and support they need to be productive.

What You’ll Get to Do

End-User & Desktop Support

• Manage and prioritize support requests through Freshservice.

• Troubleshoot hardware, software, Windows/macOS, network, peripheral, and access issues.

• Provide hands-on support for laptops, desktops, mobile devices, and office technology.

• Document resolutions, identify recurring issues, and improve support processes and knowledge resources.

• Support conference rooms, AV equipment, and video conferencing platforms.

Employee Onboarding & Offboarding

• Configure, deploy, and recover employee computers and other IT equipment.

• Provision and deprovision user accounts, applications, permissions, and system access.

• Conduct hands-on device handoff and provide new employees with technology orientation and training.

• Maintain accurate records of assigned devices, equipment, accounts, and software access.

• Continuously improve onboarding and offboarding processes through documentation and automation.

Systems Administration & Operations

• Support the administration, configuration, and ongoing operation of corporate IT platforms, including:

  • Freshservice – IT service management and ticketing

  • Microsoft Intune – Windows endpoint and device management

  • Jamf – Apple endpoint and device management

  • Okta – Identity and access management

  • Microsoft 365