Desktop Support Technician

MRCOOL® designs innovative, energy-efficient HVAC systems, including our DIY-friendly ductless mini splits and ducted central air solutions, built to last. As a fast-growing leader in the HVAC industry, our technology and data infrastructure are critical to scaling the business.

About the role:

We are seeking a passionate and technically skilled Desktop Support Technician to join our team. The ideal candidate will have expert knowledge of Windows 11, MacOS, Microsoft 365, and hardware/software troubleshooting. You will be responsible for ensuring tasks are handled in a professional and timely manner. This role requires maintaining high levels of customer satisfaction through exceptional communication and service delivery.

Responsibilities:

Provide onsite and remote support to end-users via phone, email, or chat, ensuring timely and effective resolution of technical issues. Troubleshoot and resolve software, hardware, and networking issues, including desktops, laptops, printers, network multifunction copiers, and peripheral devices. Provide support for Windows 11, MacOS, iPhone, and Android. Administer user accounts and provision access to cloud-based applications such as Microsoft Azure, Office 365, Google Workspace, and other enterprise tools. Administer and maintain audiovisual systems across conference rooms and presentation spaces, including live support for company meetings. Manage the full computer lifecycle, including procurement, deployment, access provisioning, backups, and decommissions, ensuring compliance with company policies and procedures. Utilize ticketing systems to log, track, and manage technical support requests. Demonstrate a willingness to continuously learn new technologies and processes, improving technical expertise and service delivery.

Qualifications:

5+ years of experience supporting Windows and macOS in a corporate environment. Strong technical knowledge of Windows 11, Microsoft 365, and Google Workspace. Experience providing hardware support for desktops, laptops, printers, network multifunction copiers, and peripherals. Experience with Dell and Apple products and their associated support ecosystems. Working knowledge of TCP/IP and general networking troubleshooting. Good communication skills, both verbal and written, with a focus on clear and concise customer interactions. Strong problem-solving skills and attention to detail. Ability to work independently and manage multiple tasks effectively. A degree in Computer Science or Information Technology.

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Experience:

Desktop support: 5 years (Required) Ability to

Commute:

Hickory, KY 42051 (Required)

Work Location:

In person