Helpdesk Specialist (contract)

Job Summary

We are seeking a highly skilled and customer-focused technical support professional to deliver responsive tier 1 and tier 2 deskside, remote, and walk-up support to contractors and employees across the organization.

Responsibilities

• Provide hardware and software technical support for contractor and employee PCs both remotely and deskside, utilizing admin tools to ensure efficient issue resolution
• Configure, deploy, maintain, and relocate desktops, laptops, and peripheral devices as directed for business customers
• Use ITSM systems to track all issues in accordance with established and documented procedures
• Report and follow up on unusual, alarming, or recurring problems to the appropriate level of management
• Enforce IT policies and procedures to maintain security and compliance standards
• Prioritize outstanding issues, manage user expectations, and expedite escalations requiring advanced technical or customer service ability
• Escalate complex issues beyond tier 2 scope to Level 3 support teams as appropriate
• Utilize existing methodologies, structures, and reports to facilitate consistent, standardized interaction with supported business areas
• Identify and implement process improvements to enhance deskside support operations and challenge the current environment constructively
• Provide training to new technicians and contractors to ensure process compliance and high operational efficiency
• Maintain inventory at selected sites, ensuring proper receipt procedures and equipment movement throughout the region
• Regularly communicate and collaborate with team members, management, and business stakeholders

Skills

• Expert knowledge of current PC technology, operating systems, applications, devices, and networking (wired and wireless)
• Proficiency in Windows administration and MS Office suite support
• Strong hardware and software diagnostics, troubleshooting, and repair capabilities
• Experience supporting VPN, email, intranet, internet, and proprietary enterprise applications
• Familiarity with ITSM platforms for incident tracking and documentation
• Excellent customer service, communication, and interpersonal skills
• Strong problem-solving skills with the ability to manage and prioritize multiple issues simultaneously
• Ability to train and mentor junior technicians and contractors
• Commitment to continuous process improvement and operational excellence

Qualifications

• Minimum 2–5 years of experience in PC hardware and software diagnostics, troubleshooting, and repair
• Demonstrated experience providing tier 1 and tier 2 technical support in a corporate or enterprise environment
• Experience with desktop and laptop deployment, configuration, and lifecycle management
• Prior experience with inventory management and equipment tracking preferred
• Associate degree in an IT-related field preferred, or equivalent professional experience
• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications are preferred

Benefits

This is an outstanding opportunity to join a dynamic and mission-driven technology team where your expertise will directly impact the productivity and satisfaction of a large, diverse workforce. You will have the chance to grow professionally through hands-on experience with enterprise-level systems, meaningful collaboration with skilled colleagues, and a culture that values innovation, continuous improvement, and exceptional service delivery.

Pay

The pay rate range for this position is 23.08 - 30.77 USD hourly.