Junior Desktop Support (Contract)

About the role

SweetRush is a remote-first organization, and as such, all resources must be technically savvy, have access to a strong internet signal, be comfortable with virtual/instant messaging and conferencing tools, and generally be available during established working hours. Your impact and responsibilities include:

Responsibilities

• Provide front-line desktop support to employees, troubleshooting hardware and software issues.
• Install, configure, and maintain computer systems, including operating systems and applications.
• Aid in onboarding new employees, ensuring their IT setup is functional and efficient.
• Perform routine system administration tasks, such as user account management and software updates.
• Collaborate with other IT team members on special projects and initiatives.
• Create and maintain documentation for IT processes, troubleshooting guides, and user manuals.
• Maintain monitoring and resolve IT service requests in a timely manner using our ticketing system.
• Participate in system backups and data recovery efforts.
• Aid in maintaining network connectivity and security measures.
• Stay up-to-date with emerging technologies and recommend improvements to enhance IT services.

Qualifications

• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with operating systems, particularly Linux, Windows and macOS.
• Excellent problem-solving and communication skills.
• Strong customer service orientation and the ability to work effectively with non-technical users.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Enthusiasm for learning new technologies and taking on diverse responsibilities.

What You Bring

• Required Skills:
  • Hardware & Software Support
  • Diagnosing and resolving common hardware issues (desktops, laptops, printers, peripherals)
  • Installing, configuring, and maintaining operating systems and business applications
  • Basic understanding of computer hardware components and how to replace/repair them
  • Troubleshooting software conflicts, crashes, and performance issues
  • Operating Systems
  • Working familiarity with Windows (primary daily-driver OS knowledge)
  • Working familiarity with macOS
  • Basic familiarity with Linux (navigating the command line, common commands)
• Onboarding & Account Setup
• Preparing and imaging new employee workstations
• Setting up accounts, email, and application access for new hires
• Following onboarding/offboarding checklists to ensure a smooth first-day experience
• Basic System Administration
• Creating, modifying, and disabling user accounts in Active Directory (or equivalent directory service)
• Applying software and OS updates using existing tools/scripts
• Resetting passwords and managing basic access/permissions requests
• Networking & Security Basics
• Basic understanding of networking concepts: TCP/IP, DNS, DHCP, Wi-Fi
• Troubleshooting network connectivity issues for end users (Wi-Fi, VPN, shared drives)
• Following security best practices (endpoint protection, patching, password policies)
• Backup & Data Recovery
• Participating in routine backup checks using existing backup tools
• Aiding with file/data recovery requests under guidance from senior IT staff
• Ticketing & Service Delivery
• Managing and resolving tickets in a helpdesk/ticketing system (e.g., ServiceNow, Jira Service Desk, Zendesk)
• Prioritizing and tracking multiple open requests in a fast-paced environment
• Meeting response and resolution time expectations (SLAs)
• Documentation
• Writing clear troubleshooting guides and user manuals
• Documenting IT processes and keeping them current
• Collaboration & Projects
• Working alongside other IT team members on special projects and initiatives
• Taking initiative to identify and suggest process improvements
• Bonus Skills
• [Skills that are not required but would be a nice to have]

Team Chemistry

Team chemistry is everything to us, so our ultimate goal is to find the right fit. If the above describes your interests and experience, and you believe this will be a dream job, please submit your resume. We are excited to hear from you!