Desktop Support Technician
Location:
Normal, IL (100% Onsite)
Schedule:
Monday–Friday, 7 AM–5 PM (Average 8 hours/day with 1-hour unpaid lunch). May convert to full-time based on performance and business needs
Duration:
6-Month Contract
Pay Range:$28–$31 per hour
Role Overview
The Desktop Support Technician provides hands-on technical support for local and remote users across the U.S. and Canada. This role involves diagnosing, troubleshooting, and resolving hardware and software issues in a fast-paced environment. The technician will work onsite daily within the IT walk-up and site support areas, ensuring smooth operation of end-user systems and providing exceptional customer service.
Top Skills & Qualifications
- Experience managing 50–75 tickets per week in a fast-paced environment
- Excellent user communication and interpersonal skills
- Strong prioritization and time management abilities
- Education: Associate degree preferred or equivalent relevant work experience
Key Responsibilities
- Document all work in ITSM tools(ServiceNow preferred)
- Provide advanced troubleshooting for laptops, desktops, kiosks, and mobile devices
- Deploy, update, and optimize Windows and macOS
systems using:
- AutoPilot
- Microsoft Intune
- Jamf (Casper)
- Other endpoint management tools
- Handle hardware/software provisioning and inventory management
- Collaborate with IT teams to meet SLAs and deliver high-quality service
- Assist with physical equipment setup (e.g., monitor replacements, workstation moves)
- Perform basic network troubleshooting(Wi-Fi, connectivity, VPN, etc.)
- Communicate technical solutions in simple, user-friendly terms
Qualifications & Experience
- 3+ years of desktop support experience in a high-volume environment
- Hands-on experience with:
- Windows and macOS troubleshooting
- ConfigMgr, Intune, Jamf
- Office 365, browsers, VPNs, A/V devices, and collaboration tools
- Active Directory, file/print services, shared drives
- ServiceNow or similar helpdesk ticketing tools
- Familiarity with network support(wired/wireless) and VDI environments
- Strong documentation, multitasking, and communication skills
- Demonstrated ability to manage priorities, maintain discipline, and exceed customer expectations
- Passion for technology and continuous learning
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