IT Desktop Support Technician – Backfill/Secondary Support

About the role

We are seeking an experienced IT Desktop Support Technician to provide secondary and back‑fill on‑site support for our Longford office. The role involves rapid troubleshooting of hardware, software and network issues while maintaining compliance with warranty and security policies.

Key responsibilities

• Deliver on‑site desk‑side support for desktops, laptops, printers and other peripherals.
• Perform smart‑hand activities such as installing monitors, keyboards, mice, scanners, routers, switches and cabling.
• Diagnose and resolve Windows, macOS and Linux operating system problems.
• Utilise TCP/IP, DNS, DHCP, VPN and RDP knowledge to troubleshoot network connectivity.
• Log and manage incidents using ServiceNow or Remedy ticketing tools.
• Conduct repeat‑call analysis, develop preventive actions and support problem management processes.
• Lift and move equipment up to 50 lbs as required.

Required profile

• Minimum 3 years of hands‑on IT infrastructure field support experience.
• Associate degree in Electronics or equivalent and CompTIA A+ certification preferred.
• Strong written and oral communication skills with customers and management.
• Ability to work independently, meet deadlines and handle flexible schedules.
• Vendor certifications from Dell, Toshiba, Lenovo or HP are a plus.

Required skills

• Windows OS administration
• macOS and Linux OS basics
• Hardware troubleshooting (desktops, laptops, printers, monitors, peripherals)
• TCP/IP, DNS, DHCP, VPN, RDP
• LAN/WAN concepts
• Smart‑hand support for networking equipment
• ServiceNow or Remedy ticketing systems
• CompTIA A+ certification
• Vendor‑specific certifications (Dell, Toshiba, Lenovo, HP)