Desktop Support

We are seeking a Desktop Support Technician with 3-5 years of experience providing end-user support in a manufacturing environment. This role focuses on troubleshooting and resolving complex desktop, hardware, software, and Microsoft 365 issues while delivering exceptional customer service.

Responsibilities

• Provide Level 2 desktop support for hardware, software, operating systems, peripherals, and mobile devices.
• Troubleshoot and resolve Windows 11, Microsoft 365, network connectivity, and application-related issues.
• Monitor and manage assigned ticket queue, ensuring timely resolution of incidents and service requests.
• Serve as a technical escalation point for more complex desktop support issues.
• Support manufacturing operations by resolving IT issues impacting production and business users.
• Coordinate with cross-functional IT teams, vendors, and stakeholders to drive issue resolution.
• Create, maintain, and improve technical documentation, knowledge base articles, and support procedures.
• Maintain accurate ticket documentation and update service management systems in a timely manner.
• Identify recurring technical or process-related issues and recommend improvements.
• Ensure compliance with established IT policies, procedures, and best practices.
• Maintain a high level of customer satisfaction through professional communication and follow-through.
• Meet established service-level agreements (SLAs), ticket volume, and resolution goals.

Requirements

• 3-5 years of hands-on desktop support experience.
• Strong experience supporting Windows 11 environments.
• Experience supporting Microsoft 365 applications and services.
• Experience providing IT support within a manufacturing or industrial environment.
• Proven troubleshooting and problem-solving skills across multiple technologies.
• Experience working with ticketing systems and knowledge management tools.
• Strong customer service, communication, and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting enterprise desktop deployments and hardware refresh projects.
• Knowledge of Active Directory, Azure AD/Entra ID, and endpoint management tools.
• Experience supporting printers, shop floor devices, and manufacturing-related technology.
• Familiarity with ITIL processes and service management best practices.

Pay

The pay range for this position is $25.00 - $30.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

• This is a contract position.
• Fully onsite in Atlanta, GA.