Desktop Support

About the Role

The Desktop Support Technician provides on-site technical support to end users for hardware, software, and network-related issues. This role involves troubleshooting, diagnosing, and resolving IT problems efficiently to ensure minimal disruption to business operations. The technician serves as a key point of contact between the IT department and employees, delivering high-quality customer service and technical expertise.

Responsibilities

• Respond promptly to service requests and incidents via phone, email, or in person.
• Troubleshoot and resolve issues related to client devices, desktops (physical and virtual), laptops, printers, mobile devices, and peripheral equipment.
• Install, configure, and upgrade hardware and software according to company standards.
• Assist users with application issues, operating systems, and network connectivity.
• Document all support activities, resolutions, and updates within the ticketing system.
• Collaborate with other IT teams and staff on escalated issues and project implementations.
• Provide guidance and training to users on IT policies, procedures, and best practices.
• Maintain inventory of IT assets and ensure compliance with security protocols and organizational standards.

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology or a related field preferred.
• 3-5 years of desktop support experience in a corporate environment.
• Strong knowledge of Windows 10/11 operating systems, Active Directory, Microsoft Office 365, and OneDrive.
• Experience troubleshooting hardware, software, and networking issues.
• Experience using remote support tools such as Bomgar and Remote Desktop Protocol (RDP).
• Experience supporting Microsoft Teams and virtual meeting technologies.
• Experience using ServiceNow or similar IT ticketing systems.
• Excellent customer service, communication, and interpersonal skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work independently and manage multiple priorities effectively.

Preferred Qualifications

• Experience with PC imaging and deployment technologies such as SCCM, MECM, and Windows Autopilot.
• Experience with Mobile Device Management (MDM) platforms, including Microsoft Intune, Jamf, Ivanti (MobileIron), and AirWatch.
• Experience supporting macOS devices, iPhones and iOS devices, and Virtual Desktop Infrastructure (VDI) environments.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or other industry-recognized IT certifications.

Skills

• Desktop Support
• Windows 10/11
• Active Directory
• Microsoft Office 365
• OneDrive
• Hardware Installation and Troubleshooting
• Software Deployment
• SCCM / MECM
• Windows Autopilot
• macOS Support
• Mobile Device Management (MDM)
• Microsoft Intune, Jamf, Ivanti (MobileIron), AirWatch
• Microsoft Teams
• VDI Support
• Printer Support
• Imaging and Deployment
• ServiceNow and Ticketing Systems
• Remote Desktop Support
• Inventory Management
• Customer Service

Work Environment & Physical Requirements

• Ability to lift and move computers, monitors, and related equipment up to 25 pounds.
• May require walking between office locations, kneeling, crouching, or working under desks to access equipment.
• Standard business hours with on-site support responsibilities.

Key Success Factors

• Strong customer-focused mindset.
• Excellent verbal and written communication skills.
• Adaptability and flexibility in a fast-paced environment.
• Attention to detail and commitment to quality service.
• Ability to troubleshoot and resolve issues efficiently while maintaining a professional demeanor.

Pay

The pay range for this position is $20.00 - $25.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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 fully onsite, contract position based in Waukegan, IL, with standard business hours.