Desktop Support Technician

About the role

Contract to Hire position (initially 6 months with strong likelihood of converting to full-time sooner). This is a heavy local travel position requiring use of personal vehicle to drive to branches in the greater Seattle area. The role serves as the sole support technician for the Seattle region and requires self-motivation.

Responsibilities

• Provide responsive, in-person technical support at Seattle-region branches, delivering a professional and approachable customer experience from initial contact through resolution.
• Troubleshoot and resolve desktop, laptop, mobile device, printer, scanner, peripheral, software, operating system, connectivity, and other branch technology issues.
• Engage directly with branch employees and leaders to understand business impact, explain technical issues in clear language, set expectations, and provide timely status updates.
• Maintain a regular onsite presence across assigned branches and travel between locations for troubleshooting, installations, repairs, device replacements, refreshes, and project work.
• Observe branch workflows and operating conditions to identify recurring issues, technology gaps, or risks that may affect employee service or branch operations.
• Provide technical support and ticket resolution for multiple corporate departments and locations.
• Serve as a senior escalation resource for complex endpoint and branch-support issues and help coordinate resolution when another technical team or vendor is required.
• Lead or coordinate endpoint deployment activities, including imaging, configuration, software provisioning, equipment staging, user readiness, and post-deployment support.
• Support new-hire onboarding by ensuring equipment is configured, deployed, and ready for use, and by assisting with first-day technical readiness when needed.
• Participate in branch modernization, remodels, office moves, hardware remediation, lifecycle refreshes, and other assigned technology initiatives.
• Mentor Desktop Support Technicians I/II through ticket guidance, troubleshooting assistance, documentation, and practical knowledge sharing.
• Partner with Endpoint Engineering, Service Desk, Cybersecurity, Infrastructure, Network, Retail/Branch Operations, and vendor teams to resolve escalations and support project delivery.
• Maintain accurate ticket notes, asset records, deployment documentation, knowledge articles, and support procedures.
• Support endpoint lifecycle activities, including imaging, inventory tracking, equipment recovery, repair coordination, e-waste processing, and replacement planning.
• Prioritize competing work, communicate operational impacts clearly, and complete support activities with minimal disruption to branch employees and customers.

Working conditions

• Primarily onsite and field-based, with regular travel