Position Overview
MetroSys is seeking an Onsite Desktop Support Technician to provide hands-on technical support for users within a professional, enterprise environment in Phoenix, AZ. This position will serve as a primary onsite resource for workstation support, hardware deployments, Microsoft technologies, user access, and day-to-day technical issues.
The ideal candidate has a strong customer-service mindset, solid Windows troubleshooting skills, and experience supporting users in a corporate environment. This role will also work closely with Systems Engineering, Network, Security, and other infrastructure teams to escalate and resolve more complex issues.
Key Responsibilities
- Provide onsite Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
- Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and other business applications.
- Support user accounts, passwords, permissions, and basic Active Directory and Microsoft Entra ID requests.
- Configure, image, deploy, replace, and decommission laptops and desktop systems.
- Assist with employee onboarding and offboarding, including workstation setup and equipment collection.
- Troubleshoot hardware, software, printing, Wi-Fi, LAN, VPN, and basic connectivity issues.
- Support Microsoft Intune or other endpoint management technologies for device configuration and troubleshooting.
- Perform hardware upgrades, equipment swaps, and warranty coordination.
- Maintain accurate hardware inventory and asset records.
- Document incidents, service requests, and resolutions within the IT service management platform.
- Escalate server, network, security, and infrastructure issues to the appropriate engineering teams.
- Assist with workstation refreshes, office technology deployments, and other onsite IT projects.
- Follow established security, change management, and operational procedures.
Required Qualifications
- Must currently reside in the Greater Phoenix, AZ metropolitan area.
- 1–3 years of experience in Desktop Support, Help Desk, Field Support, or a similar IT support role.
- Hands-on experience supporting:
- Windows 10/11
- Microsoft 365
- Desktop and laptop hardware
- Active Directory
- Printers and peripherals
- Experience imaging, configuring, and deploying Windows devices.
- Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to work onsite in Phoenix five days per week.
Preferred Qualifications
- Microsoft Intune or MECM/SCCM experience.
- Microsoft Entra ID experience.
- Experience supporting Microsoft Teams and collaboration technologies.
- Familiarity with ServiceNow, Jira, or another ITSM/ticketing platform.
- Experience in a managed services, financial services, or regulated environment.
- CompTIA A+, Microsoft, or similar technical certification.
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