User Support Technician

User Support Technician

Location: Newark, DE

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 12 months (extension possible)
• Pay Rate: $25.00 / Hour (USD)
• Shift / Schedule: Monday - Friday, 8:00 AM - 5:00 PM (with some after-hours coverage on a rotating basis)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This is an entry-level IT Help Desk and desktop support role providing hands-on, onsite technical assistance to end users. The position operates within a small team of three and involves a high volume of walk-up support, phone calls, and ticket work, combining hands-on desktop support with remote and help desk support. The manager is looking for a tech-minded individual who can hold a conversation - strong customer service and communication skills are critical, and the manager would rather teach technical skills than communication and customer-facing professionalism. The ideal candidate is professional, presentable, and comfortable interacting with employees and leadership.

Key Responsibilities

IT Help Desk Support (on rotating basis with some after-hours coverage):

• Answer help desk phone calls.
• Route help desk tickets to appropriate technicians or support groups.
• Provide on-the-spot troubleshooting as time allows.
• Provide support through Microsoft Teams.
• Provide walk-up support.

Local System Support (installation, upgrades, troubleshooting):

• PC/Laptop Hardware and Software
• Network Peripherals, Printers, Copiers
• Telephone System
• Enterprise/Business Applications
• Maintain loaner laptops and projectors.
• Hardware procurement, inventory, and disposal support.

Day-to-Day Support:

• General IT support across a variety of issues.
• New hire setups.
• Password resets and account support.
• Hardware/software troubleshooting.
• Ticket resolution and escalation.
• Walk-up, phone, Teams, and desk-side support.

Required Skills

• Windows 10 & 11 experience.
• Microsoft Office 365 experience.
• Knowledge of Laptop/Printer Hardware.
• PC/Laptop build experience.
• Active Directory and Microsoft Exchange/O365 experience.
• Desktop support tools knowledge.
• Anti-Virus, Malware, Spam, and other security remediation experience.
• Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
• Ability to be an active participant and contributor on a professional IT Support Team.
• Good communication skills, telephone support skills, and interpersonal skills with a customer service focus.
• Ability to plan/organize time and workload.
• Ability to follow standard processes/procedures.
• Good troubleshooting and technical skills.
• Good communications skills.
• Customer service orientation - the manager prioritizes communication and customer-facing professionalism above technical skills.
• Be reliable, accountable, and punctual.
• Take initiative and ask questions when needed.
• Take good notes and demonstrate a willingness to learn.
• Remain engaged throughout the workday.
• Show interest in technology and helping users.
• Communicate effectively with both technical and non-technical users.
• Team-oriented with a positive attitude.

Preferred Skills

• Networking and Wireless skills a plus.
• IT service management system experience desired (ServiceNow experience a plus).
• Google IT Certification or similar.
• ServiceNow.
• Networking knowledge.
• Exchange/O365 administration experience.

Education Requirements

• BA/BS in MIS, CIS, or a related technical discipline desired.
• Entry-level position; all relevant experience considered. Some PC support experience required, but this can be in an educational or informal setting.

Required Experience

• 0-1 years of experience in IT Help Desk support.

Nice-to-Have Experience

• Helpdesk experience (preferred background).

Work Environment / Physical Requirements

• 100% onsite role.
• High volume of walk-up support, phone calls, and ticket work.
• Mix of hands-on desktop support and remote/help desk support.
• Must be able to lift 50 lbs.

Important Notes

• Interview Process: Round 1 - Teams/Zoom Interview; Round 2 - Teams/Zoom Interview. No phone screening.

About the Client

This client is a leading medical device manufacturer focused on women's health and diagnostic and treatment technology, operating an onsite production and quality facility in Newark, DE. The organization employs professionals across manufacturing, quality assurance, and technical support functions - including roles such as receiving inspectors, manufacturing technicians, and quality assurance specialists - within an FDA-regulated, GMP- and GDP-compliant environment.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-11656

Industry: Information Technology

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