IT Support/Desktop Technician
- Military veterans preferred
2025-08-26 Tantus Technologies, Inc.
Other
/yr
employee
contract
Cincinnati Ohio 45202 United States
Position Title: IT Support/Desktop Technician City: Cincinnati State: OH Country: US Type: Regular Full-Time # of Openings: 1 Company Name: USDT-TTB-OCIO-TTB
Overview:
Tantus Technologies is looking to hire a Tier 2 Desktop Support Engineer who will provide Windows desktop system administration, support and services for PCoIP remote workstations in a secure, controlled environment. The individual in this role will also provide software/technical support to resolve desktop application and network connectivity issues, and will be responsible for documenting technical and operating procedures.
What Youll do:
Technical Support & Troubleshooting
Respond to incoming calls, tickets, and emails to provide desktop support in a Windows systems support in a production environment. Core hours are 8am – 5pm M-F.
Provide comprehensive desktop support and training for Windows 11 workstations and macOS devices including OS and application installation, configuration, and troubleshooting
Image, configure, test and distribute Windows desktop and laptop devices
Distribute and provide support for mobile device management, including iOS and Android phones and tablets
Diagnose and resolve hardware issues including desktops, laptops, printers, scanners, VoIP phones, VTC equipment, and peripherals
Perform basic networking troubleshooting including connectivity, DNS problems, network printer configuration, and other layer 1 issues
Perform VTC support, including setting up, operating, and troubleshooting Cisco-based VTC equipment
Install, configure, and maintain software applications across multiple platforms including but not limited to; MS Office 356, Adobe Acrobat, MS Edge, printer drivers, Citrix Workspace (VDI), and more.
Execute and/or facilitate system updates, patches, and security configurations
Escalate issue to system or network admins as needed.
Documents special procedures required for continuous operations of systems.
Reviews monitoring logs for problem identification and suggested resolutions.
Uses management tools for work request ticket management to respond to and document work efforts requested by customers
Customer Service & Communication
Respond to support requests via phone, email, and ticketing system (ServiceNow) in a professional and timely manner.
Document all support interactions thoroughly in the help desk and project ticketing systems
Escalate complex technical issues to appropriate senior staff when necessary
Provide clear, non-technical explanations to end users
Develop and maintain positive relationships with internal customers and stakeholders
Handle hardware and equipment shipping and receiving
System Administration & Maintenance
Assist with user account management in Active Directory
Support onsite meetings
Technology onboarding and orientation of new onsite users
Support physical data center needs, including “smart hands” support for remote engineers and vendors.
Triage/troubleshooting on VM servers (VM and XVM) and other physical infrastructure
Assist with IT project implementations as needed
Install, cable, and configure appliances in office and co-located data center.
Includes potential after-hours project or maintenance work on occasion.
Patching, upgrades and imaging of Windows 11 machines
Occasional help desk coverage assignment
Contribute to IT documentation and knowledge base articles
Walkthroughs with vendors
Participate in receiving equipment, hardware asset management, and asset tracking using ServiceNow (Hardware Asset Management)
Staging of surplus equipment for cataloging and disposal
Required knowledge and skills
2-4 years of experience in desktop support or similar technical role
Proficiency with Windows 10 & 11 desktop operating systems
Highly experienced with Microsoft Office 365 and associated applications
Hardware troubleshooting experience with desktops, laptops, VoIP phones, and common peripherals
Familiarity with supporting VTC systems
Familiarity with ticketing systems and remote support tools
Working knowledge of Windows Server environments (2016/2019/2022)
Familiarity with VMWare, Citrix VDI and Linux
Experience supporting macOS and iOS devices
Basic networking knowledge including TCP/IP, DHCP, DNS, and VPN concepts
Abilities
Strong customer service orientation with patience and empathy
Excellent verbal and written communication skills
Ability to work independently and manage multiple priorities
Problem-solving mindset with attention to detail
Growth mindset with enthusiasm for learning new technologies
Team collaboration skills and willingness to share knowledge
Nice to haves
Associate's degree in Information Technology, Computer Science, or related field
Industry certifications such as CompTIA A+, Network+, or Microsoft certifications
Experience with cloud platforms (Office 365, Azure, Google Workspace)
Knowledge of mobile device management (MDM) solutions and both Apple and Android phones
Experience with Python, PowerShell
Experience using or supporting AI tools, such as Microsoft Copilot, Chat GPT, Gemini or others.
Salary Range:
Salary range is $55,000-$75,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.
Equal employment opportunity, including veterans and individuals with disabilities.
