The Desktop Support Technician is an intermediate-level, customer-facing technical support professional responsible for independently resolving escalated Tier 1 issues, handling complex desktop and user support matters, and delivering high-quality IT service.
This role requires strong analytical troubleshooting ability, professional communication skills, and consistent adherence to Service Level Agreements (SLAs). Performance is measured by technical resolution capability, documentation quality, SLA compliance, and customer satisfaction outcomes.
This role does not include infrastructure engineering, systems architecture, or enterprise platform ownership.
Advancement to this position is performance-based and not tenure-based.
This position will be hybrid (remote/in office).
Responsibilities: Deliver Exceptional Technical Support- Serve as a primary point of contact for employees requiring desktop and technology support, delivering a high-quality customer experience from initial request through resolution.
- Troubleshoot and resolve a wide range of hardware, software, access, and application issues across Windows and macOS environments.
- Support enterprise technologies including Microsoft 365, Azure Active Directory, Exchange, VPN solutions, communication platforms, and other business-critical applications.
- Communicate technical concepts clearly to both technical and non-technical users while setting expectations and providing timely updates.
Drive Resolution and Operational Excellence- Independently investigate, diagnose, and resolve complex technical issues while maintaining accurate and thorough documentation.
- Identify recurring issues and partner with team members to implement scalable solutions that improve the employee experience.
- Balance multiple priorities while effectively managing support requests and ensuring timely follow-up and resolution.
- Escalate issues appropriately when additional expertise, elevated permissions, or broader system changes are required.
Support a Customer-First Culture- Build trust and strong relationships with employees through professionalism, responsiveness, and a solutions-oriented mindset.
- Deliver a positive support experience by maintaining composure in high-pressure situations and effectively addressing user concerns.
- Partner closely with colleagues across IT and the business to ensure seamless support and service delivery.
Contribute to Continuous Improvement- Create and maintain knowledge base articles, troubleshooting guides, and process documentation to improve team efficiency and knowledge sharing.
- Identify opportunities to streamline support processes through automation, standardization, and improved workflows.
- Participate in projects and initiatives that enhance the technology experience for employees across the organization.
Mentor and Collaborate- Share technical knowledge and best practices with teammates.
- Assist in onboarding and supporting junior team members by providing guidance on troubleshooting techniques and support processes.
- Contribute to a collaborative team environment focused on continuous learning and operational excellence.
Required Qualifications:- 1+ years of IT support experience
- Demonstrated proficiency in:
- ServiceNow (or equivalent ticketing system)
- Microsoft 365 administration
- Azure AD (user-level administration
- Windows and MacOS troubleshooting
- Strong written and verbal communication skills
- Demonstrated ability to independently manage workload
What We Offer:- Free premium medical, dental, life and vision insurance
- Generous 401(k) match
- Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses
- Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya's general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling
- Celebrations! We hit our goals and reward ourselves.
- Company-sponsored virtual events, happy hours and team-building activities are always on the horizon - plus, you get a special treat on your birthday!
- Unlimited DTO - we believe in time off!
- Virtual yoga, meditation or boot camp classes offered daily
Compensation: Aya reasonably anticipates the pay scale for this position to be $33.65 to $50.48 hourly, which equates to $70,000 to $105,200 annually.
The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager's discretion.
