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 the use of a personal vehicle to drive between branches in the greater Seattle area. The role serves as the sole support technician for the Seattle region and requires self-motivation and independent work.

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,