Jr Desktop Technical Support

Junior Technical Desktop Support

We are looking for a Junior Technical Desktop Support professional with solid hands-on experience supporting users, workstations, business applications, Microsoft environments, and general IT infrastructure. Although the position carries a Junior title, this is not an entry-level role. The successful candidate will serve as a primary technical resource for day-to-day support and troubleshooting and will be expected to handle incidents and escalations that cannot be resolved through basic first-level troubleshooting. We are not looking for a senior engineer or someone who already knows every technology we use. What is more important is having a strong technical foundation, practical troubleshooting ability, good customer service skills, and the ability to understand unfamiliar systems and learn them with guidance. You will receive guidance on our specific platforms, procedures, client environments, and tools as you progress in the role. Core Technical

Requirements

• Candidates should have practical knowledge or previous experience across several of the following areas: Microsoft 365 and Microsoft Entra
• Experience supporting Microsoft environments, including: Microsoft 365 administration and user support
• Exchange Online and Outlook troubleshooting

Microsoft Teams

OneDrive and Share

Point

• Microsoft 365 applications
• User account creation, modification, and termination
• Microsoft Entra IDUser and group management
• Password resets and account access issues

Multi-factor authentication

• Licensing and basic Microsoft 365 administration
• Basic understanding of identity, authentication, and access management

Advanced Microsoft 365 or Entra engineering experience is not required, but candidates should understand how these services are commonly used within a business environment. Active Directory

• Working knowledge of traditional Windows Active Directory environments, including: Active Directory Users and Computers
• User and computer accounts
• Security and distribution groups

Organizational Units

Password and account management

Domain-joined computers

• Basic Group Policy concepts
• Basic understanding of domain authentication
• Basic understanding of permissions and access management

Hardware and Software Troubleshooting

Candidates should be comfortable diagnosing and resolving common workstation and peripheral issues involving: Windows desktops and laptops

Hardware failures

• Operating system problems
• Application installation and troubleshooting
• Software compatibility issues
• Drivers and device problems
• Printers and scanners
• Monitors and docking stations
• USB and peripheral devices

Performance issues

• Storage and disk-related problems
• Basic hardware upgrades and replacement
• Windows updates and patching
• You should be able to approach technical problems systematically rather than relying solely on documented fixes. Networking
• A practical understanding of networking concepts is required. Candidates should understand concepts including:TCP/IPIP addressing

DHCPDNSDefault gateways

LAN and WANWi-FiEthernetVPNRoutersSwitchesFirewallsVLAN concepts

Network shares

Basic network troubleshooting

You are not expected to be a network engineer, but you should be able to identify whether an issue is related to the workstation, network, DNS, Internet connection, firewall, or another infrastructure component. Ticketing and Service Management Systems

Experience working with an IT ticketing, help desk, PSA, or service management platform is preferred. Candidates should understand the importance of: Creating and managing support tickets

• Recording troubleshooting performed
• Maintaining accurate technical

note

• sCategorizing incidents and requests
• Prioritizing work based on urgency and impact
• Updating users regarding ticket progress
• Escalating issues appropriately

Recording resolutions

Following incidents through to completion

Experience with any established ticketing platform is acceptable. The ability to understand the support workflow is more important than experience with a particular product. VoIP and Business Phone Systems

• Basic to intermediate experience supporting VoIP or business telephone systems is preferred. This may include: User extensions
• Desk phones and softphones

Call routing

Voicemail

Basic phone provisioning

Connectivity troubleshooting

• Headsets and audio devices
• Microsoft Teams calling or similar platforms
• Basic SIP/VoIP concepts
• Specific platform knowledge can be taught where necessary. Backup and Recovery

Candidates should understand the basic principles of business backup and recovery. Experience with Veeam is particularly valuable. Relevant knowledge includes: Backup jobs

Backup

schedule

sBackup monitoring

Failed backup troubleshooting

Restore concepts

File-level recovery

Basic server/workstation recovery concepts

Backup retention

Understanding the difference between backup, synchronization, and redundancy

Advanced backup engineering experience is not required, but candidates should understand why backups are critical and be capable of investigating common backup failures.IT Security

Candidates should have a practical understanding of everyday IT security principles, including: Multi-factor authentication

Password security

Phishing awareness

• Malware and ransomware
• Endpoint protectionAntivirus/EDR concepts

User permissions

Principle of least privilege

Account compromise

Suspicious email identification

Device security

Software patching

• Basic security incident escalation
• You should understand that security is part of normal IT support rather than a completely separate responsibility. Troubleshooting Ability

One of the most important requirements for this position is the ability to troubleshoot logically and independently. We do not expect you to immediately know the solution to every problem. We do expect you to be able to: Gather relevant information from the user

• Understand and reproduce the problem when possible
• Identify likely causes

Isolate variables

• Perform appropriate troubleshooting
• Research unfamiliar errors or technologies

Review documentation

• Test possible solutions safely
• Document what has already been attempted
• Recognize when escalation is necessary

Clearly explain the issue when escalating itThe ability to understand a technical concept and apply that understanding to an unfamiliar platform is more valuable to us than simply memorizing procedures. Customer Service and Communication

This is a client-facing technical position. Good communication and customer service skills are therefore essential. The successful candidate should be able to: Communicate professionally with users

• Explain technical issues in understandable terms
• Ask effective troubleshooting questions
• Remain professional when users are frustrated
• Manage user expectations
• Provide meaningful status updates
• Communicate through email, chat, phone, and remote support sessions
• Take ownership of an issue through resolution or proper escalation
• Document technical information clearly for other technicians
• Technical ability is important, but the ability to work effectively with users and clients is equally important. Role and Responsibility Level

This position is intended for someone who already has practical IT support experience but is still developing toward a more advanced technical role. You may be responsible for: Serving as the primary technician for assigned support requests

• Handling day-to-day technical issues
• Managing multiple support tickets
• Troubleshooting user, workstation, Microsoft 365, network, and application issues
• Handling escalations from basic support
• Coordinating with senior technical resources when required
• Communicating directly with clients
• Documenting client environments and technical solutions
• Performing user onboarding and offboarding
• Assisting with Microsoft 365 administration
• Monitoring and responding to backup or system alerts
• Supporting IT deployments and migrations
• Assisting with infrastructure and networking projects
• Following established security and operational procedures

You will be expected to attempt reasonable troubleshooting before escalating an issue. At the same time, you are not expected to operate as a senior systems engineer. More complex issues will be handled with guidance or escalated when appropriate. Additional Consideration

• Additional consideration will be given to candidates who have previous experience: Leading or mentoring other technicians
• Acting as a team lead
• Coordinating technical work
• Managing small IT projects
• Performing office or workstation deployments
• Assisting with Microsoft 365 migrations
• Coordinating hardware refresh projects
• Implementing new systems
• Creating technical documentation
• Improving support processes
• Communicating directly with business owners, managers, or decision-makers

Formal management experience is not required. We are particularly interested in candidates who have demonstrated the ability to take ownership of a technical problem or project and see it through to completion. What We Are Looking ForThe ideal candidate does not need to be an expert in every technology listed above. Instead, we are looking for someone who has developed a sufficiently broad IT background to understand how these technologies work together. For example, when troubleshooting a user who cannot access a business system, you should be capable of considering whether the issue could involve the workstation, network connectivity, DNS, user credentials, Active Directory or Entra ID, Microsoft 365, permissions, security controls, or the application itself. If you understand these concepts, know how to investigate problems, can communicate effectively with users, and are willing to continue learning, you should be able to succeed in this role. Experience Level

This position is best suited for someone with approximately 1–3+ years of practical IT support experience, although demonstrated technical ability will be considered more important than the exact number of years worked. Relevant experience may come from:IT help desk

Desktop support

Technical support

• Managed Service Provider (MSP)Internal corporate ITSystems support
• IT operationsNetwork/technical support
• Certifications are an advantage but are not a substitute for practical troubleshooting ability. Key Characteristics
• We are looking for someone who demonstrates: Technical curiosity
• Strong troubleshooting instincts
• Ownership and accountability
• Willingness to learn
• Attention to detail
• Good documentation habits

Professional communication

Reliability

• Ability to work independently
• Ability to recognize when assistance or escalation is required

The goal is not to find someone who already knows everything. We are looking for someone with a good technical foundation who can understand the platforms we support, take ownership of technical issues, learn quickly, and grow with the role.