VIENNA, OH - DESKTOP SUPPORT TECHNICIAN

About the role

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor. The candidate will provide day-to-day onsite desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. You will facilitate customer resolution and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Responsibilities

• Provide overall hardware/software support to employees and incoming new hires
• Image and install software on Windows and Apple laptops/desktops, including installations, moves, additions, and changes
• Remote support and troubleshooting of post-deployment issues on multiple platforms: Windows, Macintosh, and mobile devices
• Printer break-fix, installation, and maintenance (queue creation, server maintenance, etc.)
• Disposal, redeployment, and asset reclaim
• Shipping coordination and data backup/recovery coordination
• Hardware refresh, warranty and out-of-warranty repair/replacement, and depot services
• Walk-up support, spare parts management, and executive (VIP) support
• Audio and video support, including health checks
• Inventory and asset management, including depot operations and physical inventory counts
• Coordinate with external vendors for dispatch support and repairs for damaged/malfunctioning hardware
• Identify and resolve hardware and software application conflicts
• Open, close, and manage service requests, including classification, assignment, tracking, and completion of incidents
• Asset tagging and entering incoming equipment into the asset management system
• Collaborate with cross-functional teams to onboard new hires and ensure hardware is properly assigned and updated
• Provide weekly reports on physical inventory counts and record weekly outflows of hardware equipment
• Ensure resolutions align with company standards and policies
• Assist with administrative tasks, including weekly reports and inventory management

Requirements

• 3-5 years of IT experience, including technical training (preferred)
• Knowledge of Windows and Macintosh platforms, including portables, and Microsoft Office suite
• Experience with imaging Windows 10 OS
• Familiarity with basic network concepts (e.g., TCP/IP, Windows Networking, Ethernet)
• Networked printer experience (queue creation, server maintenance, etc.)
• Experience with PC-based word processing, presentation, and email software
• Experience with PC-based spreadsheet software to develop formulas, complete calculations, and use functions
• Ability and willingness to work extended hours or modified schedules for planned activities or emergencies
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among competing requests
• Experience working in or supporting a call center or help desk environment
• MCP and/or A+ certifications (preferred)
• Strong aptitude for learning and excellent oral/written communication skills
• Ability to work in teams and a collaborative environment
• Able to lift up to 50 pounds
• Own car for transportation (mileage reimbursed per policy) and valid driver’s license