Desktop Technician I

92128, San Diego


Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

The Desktop Technician I is responsible to provide Tier 1 level technical support of operational activities in a desktop computing environment. This position exists to support and maintain organizational computer systems, desktops, and peripherals to meet business goals.



Provides first level technical support to internal customers.

  • Installs, diagnoses, repairs, maintains, and upgrades all organizational hardware and equipment while ensuring optimal workstation performance.
  • Provides technical support related to desktop and/or laptop users.
  • Builds rapport and elicits problem details from customers.
  • Remains “on-call” for all periods as assigned by manager.
  • Performs physical and softphone setup at desk and softphone install on computer.
  • Installs new hardware components, operating systems, and software on the desktop.
  • Tests software and hardware compatibility, and computer system to determine criticality of component loss.
  • Interacts with all appropriate departments within IT to restore service and/or identify problems and ensure efficient operation of the desktop computing environment.
  • Provides on-site and remote desktop and printer support to customers in a variety of settings.

Documents desktop related processes and procedures.

  • Maintains appropriate service level agreement (SLA) on tickets in Service Now.
  • Identifies, researches and resolves technical problems.
  • Documents, tracks, and monitors problems to ensure a timely resolution.
  • Performs desktop imaging, setup, patching, and upgrades.
  • Attends mandatory meetings and training sessions.


  • High School Diploma or GED required.
  • Minimum of 1 year of experience as Network or Computer Technician required, or equivalent combination of education and experience.
  • A+ or MCP experience preferred.


Valid Driver's License required from local state authority.


  • Knowledge of PC and desktop hardware.
  • Knowledge of A+ or MCP.
  • Knowledge and understanding of operating systems including Microsoft Windows 10.
  • Knowledge and understanding of various software including Microsoft Office and Adobe X.
  • Ability to identify and learn appropriate software and hardware used and supported by the organization.
  • Has knowledge of commonly used concepts, practices, and procedures within a particular field.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Strong customer service orientation and skills.
  • Strong written and verbal communication skills and experience working with cross-functional teams.
  • Ability to apply principles of logic to a wide range of intellectual and practical problems.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.