Desktop Technician

About the Role

The Desktop Technician is an entry-level, Tier 1 support role responsible for providing friendly, responsive, and reliable technical assistance to Stream employees. This position receives, documents, troubleshoots, and resolves common incidents and service requests; prepares and deploys end-user devices; supports Microsoft 365 and standard business applications; and assists with onboarding and offboarding activities. This role is designed for someone early in their IT career who brings foundational technical knowledge, strong customer-service skills, and a willingness to learn. The Desktop Technician works closely with senior IT team members and follows established security, escalation, documentation, and service-management practices. Under the direction of the Manager, IT Applications and Helpdesk, the Desktop Technician provides in-office support across Stream's Dallas and Frisco locations. The technician serves as a first point of contact for end-user technology needs, restores service where possible, escalates issues when appropriate, and helps maintain accurate records for tickets, devices, and user support activities.

Key Responsibilities

• Provide Tier 1 support through the approved service channels, including phone, email, chat, ticket portal, and in-person requests.
• Record, categorize, prioritize, and update incidents and service requests in the IT service-management system.
• Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, browsers, printers, Wi-Fi, VPN, conference-room technology, and peripherals.
• Prepare, configure, deploy, replace, and recover laptops, desktops, monitors, mobile devices, and accessories in accordance with Stream standards.
• Assist with device enrollment, application installation, and endpoint provisioning through Microsoft Intune and other approved tools.
• Support password resets, multifactor authentication, and routine account-access issues while following identity-verification and least-privilege procedures.
• Complete assigned onboarding and offboarding tasks, including equipment preparation, access coordination, device recovery, and asset documentation.
• Escalate unresolved, security-sensitive, or higher-impact issues to the appropriate IT team member with complete troubleshooting notes and relevant evidence.
• Maintain accurate ticket notes, asset records, support procedures, and knowledge articles.
• Communicate clearly and professionally with users, provide practical status updates, and confirm resolution before closing requests.
• Follow Stream's information-security, change-management, acceptable-use, and support procedures.
• Support occasional after-hours activities or on-call coverage when assigned.

Requirements & Tech Stack

Work Environment and Physical Considerations:

• This is a fully in-office role supporting Stream's Dallas and Frisco, Texas locations; regular travel between the two locations may be required.
• Up to 10% travel is required to support local data centers.
• Ability to remain at a workstation for extended periods and to move throughout an office while providing hands-on support.
• Ability to lift, carry, install, and move typical end-user technology equipment weighing up to 40 pounds, with or without reasonable accommodation.
• Ability to work occasional after-hours support activities when scheduled.

Qualifications

Basic Qualifications:

• High school diploma or GED equivalent required.
• Relevant education, technical training, and hands-on experience.
• Hands-on Helpdesk, Service Desk, desktop support, internship, lab, or comparable technical experience.
• Foundational knowledge of Windows 10/11, Microsoft 365 applications, and common endpoint troubleshooting techniques.
• Basic understanding of networking concepts such as Wi-Fi, VPN, IP connectivity, and printer troubleshooting.
• Ability to install, configure, and support laptops, desktops, mobile devices, displays, printers, and common peripherals.
• Strong customer-service skills and the ability to communicate technical concepts to non-technical users.
• Ability to organize multiple requests, follow documented procedures, and ask for help or escalate when appropriate.

Preferred Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or a related field.
• 2+ years of Helpdesk, Service Desk, desktop support, internship, lab, or comparable hands-on technical experience.
• Professional written and verbal communication skills.
• IT certifications, including CompTIA A+, CompTIA ITF+, or Microsoft 365 Fundamentals.
• Exposure to Microsoft Intune, Entra ID, Active Directory, an ITSM platform, or remote-support tools.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources

Compensation:

The pay range for this role is between $50,000 - $55,000 (base). Stream Data Centers offers annual bonus, performance bonuses, benefits, flexible time off (vacation), 401k and a variety of other perks and benefits.