Key Skills

Job Description

Job Title: IT Desktop Support Experience: 1–3 Years Job Type: Contract Job Summary We are looking for a customer-focused Helpdesk Support Engineer to provide first-level technical support to end users. The ideal candidate will troubleshoot hardware, software, network, and application issues while ensuring timely resolution and maintaining accurate documentation. Key Responsibilities • Strong knowledge of operating systems, software applications, and remote support tools. • Excellent analytical and problem-solving skills. • Strong communication skills to effectively assist users remotely. • Ability to provide excellent customer service and support • 5 years of IT field service or infrastructure support experience. • Experience in PC installs, hardware repair, and software support. Providing remote hands support for IT infrastructure staging o Troubleshooting hardware and basic network connectivity. Device lifecycle support: procurement, refresh, disposal. User relocation and desk setup/teardown • Familiarity with: o Endpoint management tools (Intune, Autopilot, SCCM) o ITSM platforms such as ServiceNow o Scripting basics (PowerShell or batch) for imaging or cleanup tasks o Active Directory, SOTI, Microsoft 365 (Excel, Outlook, Teams, Word, PowerPoint) • Dell technician certification preferred. • Ability to lift 40+ lbs. and travel as required. Associate degree, technical certification, or equivalent experience.Responsibilities: • Leadership & Technical Oversight o Serve as the lead technician for field service and infrastructure support across the region. o Mentor junior technicians and provide guidance on technical execution and troubleshooting. o Coordinate field activities and ensure readiness for device deployments and refresh projects. o Handle escalations and complex technical issues on-site or remotely. o PC & Infrastructure Support o Perform remote hands support for staging IT equipment (servers, desktops, peripherals) under direction of remote engineering teams. This includes unboxing, physical placement, cabling, labeling, and ensuring power and network availability. o Assist with on-site installation and setup of PCs, printers, monitors, and end-user devices. o Provide basic troubleshooting and installation support for peripherals (docks, headsets, keyboards, etc.). o Participate in user relocations and workspace setup or teardown. o Provide basic onboarding support to new users (dock usage, Teams, VPN access, etc.). o Support software installations, imaging, upgrades, and troubleshooting. o Perform basic network troubleshooting (patch cable testing, port validation, etc.). o Manage local printer support and escalate as needed for server-side issues. o Depot & Device Lifecycle Operations o Participate in full device lifecycle: procurement coordination, receiving, imaging, deployment, decommissioning, and secure disposal. o Support depot workflow: diagnostics, repair, reimaging, and staging of laptops, desktops, tablets, and phones. Required Skills Basic knowledge of Windows operating systems and Microsoft Office 365. Understanding of hardware, software, networking, and IT troubleshooting. Familiarity with ticketing tools such as ServiceNow, Jira, or similar platforms. Strong communication, problem-solving, and customer service skills. Ability to manage multiple tickets and work in a team environment. Preferred Qualifications Bachelor's degree or diploma in IT, Computer Science, or a related field. CompTIA A+, ITIL Foundation, or other relevant certifications are an advantage. Previous experience in a helpdesk, service desk, or technical support role. Key Competencies Customer-focused approach Analytical and troubleshooting skills Time management and prioritization Teamwork and effective communication Willingness to learn new technologies

Core Responsibilities

Lead regional field service and infrastructure support, mentor technicians, coordinate deployments, and resolve escalated technical issues. Install and support end-user devices and infrastructure, troubleshoot hardware and connectivity, and manage device staging, repair, imaging, deployment, and secure disposal.

Requirements

The posting requests experience in IT field service or infrastructure support, PC installation and repair, and hardware, software, and basic network troubleshooting; it also lists 1–3 years of experience for the role. Candidates should know Windows and Microsoft 365, be familiar with endpoint management and ITSM tools, communicate effectively, and be able to lift over 40 pounds and travel as required; an associate degree, technical certification, or equivalent experience is mentioned.