Technician, Desktop Support

About the role

The Technician – Desktop Support provides day‑to‑day technical assistance to staff at Girl Scouts of the USA headquarters and external offices. Reporting to the Director of Help Desk & Desktop Technology, the role ensures tickets are resolved within SLA guidelines and ITIL practices.

Key responsibilities

• Respond to calls, emails, and on‑site service requests for desktop, laptop, printer, and mobile device issues.
• Maintain operational stability of end‑user environments by deploying software packages, OS updates, patches, and antivirus utilities.
• Track and close incidents in accordance with GSUSA IT policies and procedures.
• Provide support for business applications used by staff.

Required profile

• Strong customer‑service orientation with the ability to troubleshoot hardware and software problems.
• Familiarity with ITIL ticketing processes and SLA compliance.
• Ability to work independently and as part of a team supporting a national nonprofit organization.

Required skills

• Windows operating system administration
• Desktop and laptop hardware support
• Antivirus and endpoint protection utilities
• Software deployment and patch management