Desktop Support Technician (1144785)

About the Role

This is a mid-level Deskside Tech position focused on the repair of technology-based products in an end-user computing environment. The role involves both in-person and remote support, troubleshooting hardware and software issues, and working with various enterprise tools.

Responsibilities

• Act as Level 2 desktop support, handling tickets escalated from Level 1.
• Provide in-person and remote assistance to end users.
• Perform hardware and software troubleshooting and repair.
• Support troubleshooting of data room devices with guidance from other teams.
• Handle hardware and software upgrades, including diagnosing and repairing Windows desktops and laptops.
• Deploy and configure new PC equipment, including data transfers.
• Perform break-fix repairs at the component level for PC peripherals and deliver concierge-type customer service.
• Maintain accurate records of customer PC inventory, replacements, and repairs.
• Triage problems to determine root cause and resolution.
• Diagnose and repair PC-level hardware issues, including coordinating with OEMs for warranty repairs or replacements.
• Proactively update service calls and keep end-users informed to meet Service Level Agreements (SLAs).

Requirements

• Minimum of 5 years of experience in desktop technology.
• Strong knowledge of Active Directory, including user deletion and password resets.
• Experience with SCCM for reimaging, updating, and installing software packages, as well as pushing Windows or security updates.
• Experience working in-house in a corporate or manufacturing plant environment.
• Familiarity with the ServiceNow ticketing tool.

Pay

$20.00 USD Hourly - $21.00 USD Hourly

Location: Chicago Heights, IL