Desktop Support Technician

Desktop Support Technician CozyCloud IT South Bend, IN Job Details Full-time $38,000 - $49,000 a year 1 hour ago Benefits Paid time off Professional development assistance Qualifications High school diploma or GED Driver's License Problem-solving IT support Systems & applications support Full Job Description Located in North Central Indiana, CozyCloud IT was founded to provide tailored information technology (IT) and managed support services (MSP) to businesses in the Michiana region. We are a growing technology solutions provider focused on delivering high‑value MSP services supporting business organizations of all sectors and industry. We are seeking a dedicated Desktop Support Technician to care for the health and performance of end-user computer workstations, deploy new hardware, and resolve IT support tickets to resolution. In this role, it is essential to provide expert level technical assistance, ensuring issues are addressed promptly and professionally. As a key member of our support team, you will help maintain high service standards, strengthen client relationships, and contribute to a positive support experience. Success in this position requires technical expertise, excellent problem-solving abilities, and a customer focused mindset. You should be able to diagnose and resolve complex issues, communicate clearly with users of varying technical backgrounds, and maintain a calm, professional demeanor under pressure. A proactive approach to identifying potential problems and a commitment to continuous learning are essential.

Job Responsibilities:

Provide troubleshooting and resolution for hardware, software, and network issues via phone, email, and remote support tools. Manage and prioritize support tickets efficiently to meet established service level agreements (SLAs). Document all support activities, resolutions, and client interactions in the ticketing system. Escalate complex issues to senior support or engineering teams when necessary. Communicate with end-users at each stage of support to achieve high satisfaction through prompt, effective solutions. Perform basic system administration tasks, including user account management, software installations, and system updates. Create and maintain technical documentation and knowledge base articles. Monitor system performance and identify potential issues before they escalate. Assist with the deployment, configuration, and setup of new hardware and software.

Skills And Qualifications:

High school diploma or equivalent (Required). Valid driver's license and reliable transportation for regular, local travel to client sites (Required). 2+ years of experience in a technical support role, preferably within a Managed Service Provider (MSP) environment. Knowledge of Windows and macOS operating systems, desktop applications, and networking fundamentals. Experience using remote support tools and ticketing systems is preferred but not required. Excellent troubleshooting and analytical skills. Strong communication and interpersonal abilities. Ability to work independently as well as collaboratively within a team. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Job Type:

Full-time Schedule:

Monday to

Friday Work Location:

South Bend, IN 46628 (In-Office) Ability to

Travel:

50-mile radius (Required)

Benefits:

Generous Paid Time Off (PTO)

Mileage and Expense Reimbursement Professional Development Assistance Job Type:

Full-time Pay:

$38,000.00 - $49,000.00 per year

Work Location:

In person