Desktop Support Technician
Location:
Normal, IL
Pay Rate:$26–31/hour
Duration:
6-month contract (with potential to convert to full-time based on performance and business needs)
Schedule:
Monday–Friday, 7:00 AM – 5:00 PM (Average 8 working hours per day with a 1-hour unpaid lunch)
Overview
As a front-line IT support professional, you will play a key role in delivering high-quality technical support to internal users and business partners. This position involves resolving issues while building strong, trust-based relationships and contributing to overall operational efficiency.
Key Responsibilities
Technical Support
- Provide first- and second-line support for IT-related inquiries, incidents, and service requests
- Support users via walk-up, phone, chat, email, and remote channels
- Troubleshoot hardware and software issues, ranging from basic to complex
Incident Management
- Diagnose, prioritize, and resolve issues involving:
- Desktops and laptops
- Mobile devices
- Printers
- Network connectivity
- Business applications
- Accurately document all interactions in the IT Service Management (ITSM) system
System Setup & Maintenance
- Configure, install, and maintain end-user devices and software
- Ensure systems comply with company standards and security policies
User Access Management
- Manage user accounts, permissions, and access across platforms
- Ensure secure and timely provisioning and deprovisioning
Application Support
- Support standard office tools (e.g., Google Workspace)
- Assist with enterprise software troubleshooting
Network & Cloud Support
- Perform basic troubleshooting for:
- LAN/WAN connections
- Wi-Fi and VPN issues
- Cloud-based services
Documentation & Knowledge Sharing
- Create and maintain clear documentation for common issues and solutions
- Contribute to internal knowledge bases
Asset Management
- Track and manage IT hardware and software inventory
- Support lifecycle management processes
Customer Service
- Deliver professional, empathetic, and user-focused support
- Ensure a positive experience in all interactions
Team Collaboration
- Work closely with IT team members
- Escalate complex issues when necessary
- Share knowledge to improve team performance
Continuous Improvement
- Identify trends and recurring issues
- Recommend improvements to processes, tools, and services
Professional Development
- Stay current with emerging technologies
- Continuously develop technical skills
Required Skills & Qualifications
- Strong verbal and written communication skills
- Ability to explain technical concepts to non-technical users
- Excellent listening and interpersonal skills
- Customer-focused mindset with high empathy
- Calm, patient, and professional approach to problem-solving
- Strong analytical and troubleshooting abilities
- Ability to work independently and collaboratively within a team
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