Desktop Support L1 – End‑User IT Technician

About the role

The Desktop Support L1 position provides first‑line technical assistance to end users, ensuring that iMacs, Windows laptops and mobile devices remain operational and secure. You will work at a Tech Bar environment, handling hardware, software and user‑education tasks.

Key responsibilities

• Diagnose and resolve hardware and software issues on iMacs, Windows and macOS laptops.
• Perform disk scans, defragmentation, virus definition updates and spyware checks.
• Update system and application drivers, run battery diagnostics and report device status.
• Re‑image laptops (Windows and Mac) and upgrade memory or smart devices.
• Assist with asset recovery, hardware drop‑off and inventory management.
• Provide user awareness services, proactive health checks, and educate users on support channels.
• Research, troubleshoot, and document solutions while adhering to SLA guidelines.
• Escalate unresolved issues to appropriate internal teams and ensure proper ticket closure.

Required profile

• Strong interest in end‑user IT support and troubleshooting.
• Ability to follow documented procedures and maintain accurate records.
• Good communication skills for user education and reporting.

Required skills

• Experience with iMac (macOS) devices.
• Proficiency in Windows operating systems.
• Laptop imaging and re‑imaging tools.
• Virus scanning and disk defragmentation utilities.
• Driver update procedures.
• Battery diagnostics and hardware troubleshooting.
• Support for mobile/smart devices.