Desktop Support Technician - CLT Airport

About the role

We are seeking a hands-on Desktop Support Technician (7 months contract) to support Layer 1 (L1) physical network operations in data center and network closet environments. This role focuses on racking, cabling, hardware turn-up, and on-site execution of network deployments. The ideal candidate is comfortable working independently, follows detailed deployment plans, and understands the importance of precision at the physical layer. This is not a network engineering or configuration role. Success in this position comes from strong physical infrastructure skills, attention to detail, and knowing when to escalate to L2/L3 teams.

Responsibilities

• Provide in-person, phone, remote, and email support to users of supported departments.
• Keep the ticketing system up to date with the status of all support requests.
• Keep inventory system up to date with all deployed computing asset information.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts, email accounts, and necessary access for user staff.
• Provide support to end users in problem resolution for both Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform upgrades to hardware and software.
• Support printing and other peripheral computing devices.
• Perform set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participate in the identity and access management of various systems.
• Rack and stack network switches, routers, firewalls, and supporting hardware.
• Perform structured cable management including labelling, dressing, and patching.
• Maintain off-hours availability: comfortable working evenings, nights, or weekends for maintenance windows and deployments.
• Meet physical requirements: able to lift and maneuver equipment, work in tight spaces, and stand or crouch for extended periods.
• Demonstrate a team-aware mindset: understand when to escalate issues and how to communicate clean handoffs.
• Be detail-oriented: recognize that physical layer accuracy is critical to network stability and uptime.

Schedule

This is a 40-hour week, which may vary to accommodate a 5 days × 8-hour rotational schedule covering 9:00 pm to 6:00 am or 7:00 am to 7:00 pm.

Requirements

• 1–3 years of experience providing Helpdesk/Desktop Support or Field Services, including troubleshooting hardware, software, connectivity, and operating system issues.
• 1–3 years of experience with current Microsoft Windows desktop software.
• 1–3 years of experience supporting multiple workstation operating systems (Windows, macOS), multiple mobile operating systems (Android, iOS), networking, and printing services.
• 1 year of experience performing hands-on data center or network physical work.
• Familiarity with racking, cabling standards, and physical network infrastructure.
• Basic understanding of networking concepts at a high level (Layer 1 fundamentals).
• Ability to follow written procedures, diagrams, and deployment documentation.
• Ability to communicate across functions.

Nice-to-Have Skills

• Experience with enterprise hardware such as Cisco, Juniper, Arista, or similar vendors.
• Familiarity with ticketing or change management tools (e.g., ServiceNow).
• Basic awareness of Layer 2 concepts (ports, VLANs) for context only.
• Ability to read rack elevations, patch panels, and structured cabling diagrams.

Physical Requirements

• Ability to lift or push 20–50 pounds of equipment if needed.
• Ability to stand or kneel for extended periods of time.
• Ability to use mechanical tools (screwdrivers, wrenches, pliers, hammers, and drills).

Benefits

• Medical, vision, and dental plans.
• On-site paid parking.

Professional Development

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training. We guide employees to both specific technologies and client environment training and complement with recommended learning journeys via our L&D system, which caters to helping you reach career goals or objectives—whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.