Follett Software, LLC
DesktopSupportTechnician
Neural analysis suggests this role is
optimal for Entry candidates.
“Desktop Support Technician at Follett Software, LLC. Provide day-to-day desktop and end-user support. Install, configure, test, maintain, and troubleshoot technology”
Industry & Context.
likes solving problems
hybrid role with three (3) days per week in the office required, Only open to candidates currently located in the United States and able to work without sponsorship, Remote work requires a suitable space that provides a private and quiet workplace, Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed, Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization, Prolonged sitting with sustained visual focus on digital screens, Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills, Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, occasionally lifting or carrying items weighing up to 20 pounds, Minimal (less than 10%) travel requirements
What They're Looking For.
Must Have
2-4 years of experience in desktop support, technical support, help desk, or a similar IT support role, customer service mindset with a helpful, professional, and responsive approach, Experience supporting users in a SaaS-based environment, Experience working with remote, distributed, and global teams, Working knowledge of Windows and common desktop productivity tools, Comfort troubleshooting a wide range of end-user technology issues, Familiarity with identity and access tools, endpoint management, ticketing systems, and common collaboration platforms, communication skills and the ability to explain technical issues in plain language, Organized, dependable, and able to manage multiple support requests effectively, Eager to learn, open to feedback, and motivated to grow within IT support and operations
Nice to Have
CompTIA A+ and/or Network+ certification strongly preferred, Exposure to AI-enabled workplace tools or experience helping users adopt new technology
What You'll Do.
Provide day-to-day desktop and end-user support
and troubleshoot technology
Research and resolve hardware
and application issues
Support SaaS applications
Assess needs for new tools
and software applications
Help support collaboration
Use AI tools appropriately in daily work
Create and maintain clear documentation
and user-facing documentation
Serve as a liaison between employees and vendors
Help ensure employees understand company policies
Partner with internal teams to improve employee support experience
How You'll Work.
Team & Collaboration
Partner with internal teams to improve the employee support experience; escalate more complex issues when needed while keeping stakeholders informed
Communication Scope
ability to explain technical issues in plain language
Full Job Description
Company Overview: Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience. POSITION SUMMARY We are looking for a Desktop Support Technician to join our team in McHenry, IL. This is a hands-on, hybrid role for someone early in their IT career who is eager to learn, grow, and build a strong foundation in end-user support. The person in this role will support employees across in-office, remote, and global environments, helping with hardware, software, SaaS applications, account access, device setup, troubleshooting, and day-to-day technical issues. We are looking for someone who enjoys helping people, likes solving problems, and wants to keep building their technical skills. This role also requires someone who is comfortable supporting AI tools used across the business and has experience in using AI to work more efficiently, solve problems faster, and improve the support experience. The right candidate brings a strong work ethic, a service-first mindset, curiosity, and the ability to grow in a fast-moving environment. POSITION SCOPE Responsibilities · Provide day-to-day desktop and end-user support for employees across in-office, remote, and global environments · Install, configure, test, maintain, and troubleshoot laptops, monitors, mobile devices, printers, peripherals, operating systems, and other end-user technology · R
Applying for this Desktop Support Technician role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Follett Software, LLC?
Real rants from real employees. Read before you apply.