Desktop Support Technician

About the role

The client, a national retail franchise chain specializing in running shoes, apparel, gear, and community‑based training programs, is seeking a contract‑to‑hire Help‑Desk/Desktop Support (Level 2 IT Support Technician). The Infrastructure team consists of three support technicians and a manager supporting approximately 1,000 users in a Windows environment with 15% Macintosh. The position is based at the Distribution Center in Durham, NC, with occasional travel to retail stores. The technician will serve as an escalation point, handle complex hardware/software/network issues, and assist with system maintenance, installations, new‑hire setups, and technology training.

Responsibilities

• Receive and process all help‑desk requests from employees and retail stores; diagnose and resolve hardware, software, and network issues while working closely with the Network Administration team.
• Act as an escalation point for other technicians, providing guidance and resolution for complex problems.
• Perform system maintenance: apply updates, conduct backups, monitor performance, run diagnostics, and tune systems to prevent issues.
• Install and configure computer hardware and software; participate in testing, configuration, and training of new technology.
• Manage new‑hire setups: order and configure equipment, set up email, install software, and provide technology support during new‑hire orientations.
• Administer Intune (a plus) and handle Identity & Access tasks such as adding/removing users in Microsoft Entra or Okta (a plus).