Key Skills

Job Description

Job Description – Desktop Support TechnicianJob Overview Job Title: Desktop Support Technician Experience: 2–4 Years Employment Type: Full-Time / Contractual Work Location: Wageningen, Gelderland, Netherlands Department: IT Infrastructure & End User Computing (EUC) Job Summary We are looking for a skilled Desktop Support Technician to provide on-site technical support for end-user computing environments. The candidate will be responsible for troubleshooting hardware and software issues, maintaining desktop and laptop systems, supporting network and compute devices, and ensuring timely resolution of IT incidents. Key Responsibilities Install, configure, upgrade, maintain, and troubleshoot Windows and macOS operating systems, desktop applications, and authorized software. Provide on-site technical support for desktops, laptops, printers, mobile devices, and video conferencing equipment. Diagnose and resolve hardware, software, operating system, and peripheral-related issues. Perform hardware replacement, system configuration, device imaging, and end-user computing equipment setup. Provide hands-and-eyes support to network, server, compute, and OEM technical teams as required. Assist users with IT incidents, service requests, and technical queries. Perform preventive maintenance to ensure devices function efficiently. Troubleshoot connectivity issues involving LAN, Wi-Fi, VPN, and other end-user network services. Support mobile devices, meeting room equipment, and collaboration tools. Escalate complex technical issues to the appropriate support teams when necessary. Log, update, track, and document incidents and service requests in the IT service management (ITSM) tool. Maintain accurate records of troubleshooting activities, resolutions, and asset changes. Follow standard operating procedures, ITIL processes, and service-level agreements (SLAs). Create and maintain technical documentation and knowledge base articles. Ensure timely issue resolution and a high level of customer satisfaction. Required Technical Skills Good knowledge of Windows operating systems and basic macOS troubleshooting. Hands-on experience in desktop, laptop, printer, and peripheral troubleshooting. Knowledge of hardware installation, configuration, replacement, and maintenance. Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, and Wi-Fi. Experience supporting Microsoft Office applications, MS Outlook, and other standard business applications. Basic knowledge of Active Directory, user accounts, password resets, and access management. Familiarity with VPN, Mobile Device Management (MDM), virtualization, and data backup concepts. Experience supporting video conferencing and meeting room equipment. Basic understanding of servers, network devices, and compute environments. Familiarity with IT ticketing systems and incident management processes. Required Soft Skills Strong verbal and written communication skills. Excellent customer service and interpersonal skills. Strong analytical and problem-solving abilities. Ability to manage multiple incidents and prioritize tasks effectively. Good documentation and record-keeping skills. Ability to work independently and collaboratively with technical teams. Professional attitude and ability to work under pressure. Punctuality, attention to detail, and commitment to service quality. Experience and Qualifications 2–4 years of experience in desktop support, EUC support, or IT infrastructure support. Relevant educational qualifications. Hands-on experience providing on-site IT support in a customer-facing environment. Preferred Certifications CompTIA A+ Microsoft Certified Professional (MCP) or equivalent Microsoft certifications Microsoft Certified Solutions Expert (MCSE) Relevant OEM certifications ITIL Foundation certification or equivalent IT service management knowledge Work Requirements Ability to work on-site at designated locations. Willingness to follow established procedures and security policies. Ability to work independently while coordinating with remote technical teams. Willingness to attend technical training as required. Professional appearance and conduct in a customer-facing environment.

Core Responsibilities

Provide on-site support for end-user devices, operating systems, applications, peripherals, connectivity, and meeting room equipment, resolving incidents and service requests. Maintain and configure equipment, document work in the ITSM system, follow ITIL processes and SLAs, and coordinate escalations with technical teams.

Requirements

Requires 2–4 years of desktop, EUC, or IT infrastructure support experience, relevant educational qualifications, and hands-on customer-facing on-site support. Candidates should have Windows and basic macOS troubleshooting skills, hardware and networking knowledge, familiarity with business applications and ITSM processes, and strong communication and problem-solving abilities.