Role Summary

The Desktop Support Technician - Tech Bar provides high-quality, walk-up technical support to employees in a fast-paced, customer-facing environment. This role is the first point of contact for end-user technology issues and focuses on rapid troubleshooting, clear communication, and an exceptional support experience. The technician supports hardware, software, mobile devices, and peripherals while maintaining a welcoming and professional Tech Bar environment.

Responsibilities

End-User Support:

• Provide walk-up, in-person technical support at the Tech Bar for desktops, laptops, mobile devices, and peripherals
• Diagnose and resolve hardware, software, operating system, and connectivity issues
• Support Windows and/or macOS environments, VDI environments, including standard productivity tools (e.g., Microsoft 365, collaboration tools)
• Perform device setups, swaps, upgrades, and replacements

Customer Experience:

• Deliver friendly, professional, and efficient service in a customer-facing support model
• Clearly explain technical issues and solutions to non-technical users
• Manage multiple walk-up requests while maintaining service quality
• Set expectations on resolution times and escalate issues appropriately

Incident & Asset Management:

• Document incidents, requests, and resolutions accurately in the ticketing system
• Track, manage, and maintain IT assets and inventory associated with the Tech Bar
• Follow established processes for device lifecycle management (imaging, deployment, decommissioning)

Collaboration & Continuous Improvement:

• Partner with other IT teams (network, security, endpoint, service desk) to resolve complex issues
• Identify recurring issues and suggest process or knowledge base improvements
• Maintain Tech Bar cleanliness, organization, and readiness

Qualifications

Required:

• 2+ years of enterprise experience in desktop support, service desk, or end-user IT support
• Strong knowledge of Windows and/or macOS operating systems
• Experience supporting laptops, desktops, printers, mobile devices, and peripherals
• Familiarity with ticketing systems and basic asset management practices
• Excellent customer service and communication skills

Preferred:

• Experience working in a walk-up support or Tech Bar environment
• Knowledge of Microsoft 365, Active Directory, and basic networking concepts
• Mobile device support experience (iOS, Android)
• IT certifications (CompTIA A+, ITIL, Microsoft, Apple)

Key Skills & Attributes

• Customer-first mindset with strong interpersonal skills
• Ability to multitask and prioritize in a high-traffic environment
• Strong troubleshooting and problem-solving abilities
• Organized, detail-oriented, and process-driven
• Comfortable working independently while collaborating with a broader IT team

Work Environment

• On-site, customer-facing Tech Bar setting
• Requires standing, walking, and handling IT equipment
• May include occasional after-hours or rotational support as needed

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

On-Site Work Requirement

This role is based onsite and requires five days per week in the office to support team collaboration and business needs.

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

$69,500.00 - $118,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$76,500.00 - $130,000.00 for the location of: Washington, D.C.
$87,000.00 - $148,000.00 for the location of: New York, California

Placement within the range provided above is based on the individual's relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

Benefits

We value your goals and needs, at work and in life. As an associate, you'll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.

Featured employee benefits to enrich your life:

• Competitive compensation

• Annual bonus eligibility

• A generous retirement plan

• Hybrid work schedule

• Health and wellness benefits, including online therapy

• Paid time off for vacation, illness, medical appointments, and volunteering days

• Family care resources, including fertility and adoption benefits

Learn more about our benefits.