[Hiring] Junior Desktop Support @SweetRush

Role Description

As a Desktop Support, you will play a crucial role in maintaining our IT systems and providing exceptional desktop support to our employees. This role is ideal for a self-starter who is eager to learn and willing to take on various responsibilities within our IT department. While your primary focus will be on desktop support, you will also have the opportunity to engage in system administration tasks and other IT-related projects.

Key Responsibilities:

• Provide front-line desktop support to employees, troubleshooting hardware and software issues.
• Install, configure, and maintain computer systems, including operating systems and applications.
• Assist with onboarding new employees, ensuring that their IT setup is functional and efficient.
• Perform routine system administration tasks, including user account management and software updates.
• Collaborate with other IT team members on special projects and initiatives.
• Create and maintain documentation for IT processes, troubleshooting guides, and user manuals.
• Monitor and resolve IT service requests in a timely manner using our ticketing system.
• Participate in system backups and data recovery efforts.
• Assist in maintaining network connectivity and security measures.
• Stay up-to-date with emerging technologies and recommend improvements to enhance IT services.

Qualifications

• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with operating systems, particularly Linux, Windows, and macOS.
• Excellent problem-solving and communication skills.
• Strong customer service orientation and the ability to work effectively with non-technical users.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Enthusiasm for learning new technologies and taking on diverse responsibilities.

Requirements

• Diagnosing and resolving common hardware issues (desktops, laptops, printers, peripherals).
• Installing, configuring, and maintaining operating systems and business applications.
• Basic understanding of computer hardware components and how to replace/repair them.
• Troubleshooting software conflicts, crashes, and performance issues.
• Working familiarity with Windows (primary daily-driver OS knowledge).
• Working familiarity with macOS.
• Basic familiarity with Linux (navigating the command line, common commands).
• Preparing and imaging new employee workstations.
• Setting up accounts, email, and application access for new hires.
• Following onboarding/offboarding checklists to ensure a smooth first-day experience.
• Creating, modifying, and disabling user accounts in Active Directory (or equivalent directory service).
• Applying software and OS updates using existing tools/scripts.
• Resetting passwords and managing basic access/permissions requests.
• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, Wi-Fi.
• Troubleshooting network connectivity issues for end users (Wi-Fi, VPN, shared drives).
• Following security best practices (endpoint protection, patching, password policies).
• Participating in routine backup checks using existing backup tools.
• Assisting with file/data recovery requests under guidance from senior IT staff.
• Managing and resolving tickets in a helpdesk/ticketing system (e.g., ServiceNow, Jira Service Desk, Zendesk).
• Prioritizing and tracking multiple open requests in a fast-paced environment.
• Meeting response and resolution time expectations (SLAs).
• Writing clear troubleshooting guides and user manuals.
• Documenting IT processes and keeping them current.
• Working alongside other IT team members on special projects and initiatives.
• Taking initiative to identify and suggest process improvements.

Benefits

• Flexible working hours.
• Remote work opportunity.
• Potential for contract renewal.

Company Description

At SweetRush, we believe that when you put people at the center of business, magic happens. As a global leader in learning and development, we blend high-end storytelling, emerging tech like AI and VR, and deep psychological insights to help organizations—from iconic global brands to essential nonprofits—flourish. We are a remote-first, tight-knit community built on a foundation of radical empathy and creative excellence.