Desktop Systems Specialist 1 (Contractor)

Job Summary & Responsibilities

• Serve as a primary escalation point for Level 2/3 desktop support, delivering in-person, remote, and hybrid support to global end-users.
• Diagnose, troubleshoot, and resolve advanced workstation, application, network, and peripheral issues across Windows and modern endpoint environments.
• Support collaboration technologies including Microsoft Teams Rooms, Zoom Rooms, MFDs, and conferencing AV hardware.
• Provide prompt response to incidents and requests via phone, email, ticketing system, and chat.

Modern Endpoint Management

• Deploy, configure, and manage devices using enterprise endpoint-management platforms (e.g., Intune, Autopilot, SCCM/MECM, MDM/MAM).
• Create, maintain, and optimize device configuration profiles, security baselines, compliance policies, and automated deployments (nice to have).
• Packaging and updating applications using modern software-distribution tools (nice to have).

Hardware Lifecycle & Asset Management

• Perform installation, configuration, testing, and maintenance of PCs, laptops, mobile devices, docking stations, and peripherals.
• Handle break/fix diagnostics and repairs; coordinate vendor warranty services.
• Maintain accurate inventory of assets, replacements, refresh cycles, and hardware disposition (consistent with internal expectations for inventory management).

System Upgrades & Performance Optimization

• Identify, recommend, and implement workstation upgrades (memory, SSD, NIC, peripherals).
• Monitor and benchmark device performance; analyze trends and proactively address degradation or recurring issues.
• Maintain operating system images, drivers, and firmware levels aligned with security and compliance standards.

Security & Compliance Support

• Support endpoint security tools including anti-malware, EDR/XDR agents, BitLocker encryption, MFA, conditional access, secure configuration baselines, and identity lifecycle workflows.
• Avoid non-compliance with corporate IT security and privacy policies.
• Aid in incident response, investigation, and remediation activities when applicable.

Collaboration With Infrastructure & Other IT Teams

• Work closely with Network, Systems, Security, and Applications teams to troubleshoot cross-functional issues.
• Support server rooms, on-site network equipment, and conferencing infrastructure when needed.
• Participate in IT projects, rollouts, office expansions, mergers, and technology refresh initiatives.

Knowledgebase, Documentation & Reporting

• Create and maintain user-friendly documentation, SOPs, and knowledgebase articles.
• Provide reporting on ticket metrics, asset lifecycle, performance issues, and improvement opportunities.
• Accurately document hardware failures, repairs, installations, and inventory transactions.

Qualifications

• College diploma or university degree in Computer Science, Information Technology, or equivalent experience.
• Strong knowledge of PC hardware architecture, systems troubleshooting, and modern operating systems (Windows 10/11, macOS optional).
• Hands-on experience with endpoint management tools (Intune, MECM/SCCM, Jamf, or similar).
• Skilled in Office 365 administration and troubleshooting (Teams, OneDrive, Outlook, MFA, identity/AD/Azure AD).
• Basic understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, DHCP, VPN).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal, communication, and customer-service skills.

Preferred

• Experience supporting Microsoft Teams Rooms or conference-room AV systems.
• Experience with automation/scripting (PowerShell, Bash, or Python).
• Familiarity with Zero Trust, conditional access, and modern security posture tools.
• Experience in large, distributed or global enterprise environments.
• Soft skills: Strong customer-service orientation with ability to support users of varying technical levels.

Pay Rate

$25 - 30/hr.

Benefits

• Competitive salaries and a comprehensive benefits package.
• Health, dental, and vision coverage.
• Life and disability insurance.
• PTO.
• A 401(k) with employer match.
• Employee Stock Purchase Program (ESPP).
• Wellness initiatives.
• Cutting-edge tools.
• A collaborative, inclusive culture.

Important Note on Export Compliance

For certain positions requiring access to technical data, U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected persons under 8 U.S.C. 1324b(a)(3).