Desktop Support Technician - MetroSys

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.