Desktop Support

About the Job

Client Support:

• Provide onsite technical support for Windows, macOS, and mobile devices, using structured troubleshooting to resolve issues related to hardware, software, printing, connectivity, and authentication.
• Resolve incidents and ServiceNow requests with strong SLA discipline, ensuring clear communication, accurate documentation, and appropriate prioritization.
• Manage multiple resolver groups (Client Support, Warehouse Support, etc.), ensuring proper ticket routing, escalation, and collaboration across support teams.
• Execute Major Incident escalation procedures by identifying highimpact events, notifying stakeholders, and coordinating with engineering teams to restore service.
• Support new hire onboarding through device preparation, account setup, and Day One readiness to ensure a smooth and positive user experience.
• Provide professional walkup support for employees and guests, maintaining a customer-focused approach to quickly address immediate needs.
• Create and update knowledgebase articles, troubleshooting guides, and process documentation to support user self service and internal team continuity.
• Assist with office and workstation transitions by reconnecting equipment and ensuring technical readiness following moves or space changes.
• Communicate clearly with users of all technical backgrounds to set expectations and ensure they understand resolutions and next steps.

Hardware & Asset Management:

• Install, configure, repair, and maintain end user hardware including laptops, desktops, monitors, and peripherals to ensure reliable daily operation.
• Support hardware deployment initiatives, refresh cycles, and rollout projects by coordinating imaging, distribution, and post deployment validation.
• Perform device lifecycle tasks such as wiping, reimaging, pre-provisioning, and redeployment while adhering to security and compliance requirements.
• Fulfill ServiceNow catalog requests for approved hardware and peripherals, and provide setup assistance when users receive new equipment.
• Conduct ongoing inventory audits to reconcile stock, maintain accurate asset records, and support compliance and forecasting requirements.
• Manage asset reclamation, hardware returns, and device shipping/receiving using strict chain of custody procedures for tracking and accountability.
• Maintain up-to-date asset information in ServiceNow, ensuring accurate tracking of device status, location, and ownership throughout the lifecycle.
• Support legal hold procedures through careful device handling, data preservation steps, and preparing systems for forensic review.
• Identify recurring hardware issues and escalate patterns to support improvements in device reliability and lifecycle planning.

Networking:

• Monitor the sites network performance to identify outages, degradation, or environmental risks that could affect operations.
• Assist with switch configurations, including port activation, VLAN assignments, labeling, and basic portlevel troubleshooting in coordination with network engineering.
• Support network hardware refreshes by assisting with installation, structured cabling, labeling, decommissioning old devices, and verifying connectivity.
• Manage wireless access points by monitoring coverage, addressing connectivity issues, and escalating systemic problems when appropriate.
• Maintain UPS systems supporting networking and critical infrastructure by performing routine checks, monitoring battery health, and ensuring systems operate correctly.
• Maintain MDF/IDF rooms to ensure they remain organized, properly cooled, and operationally ready, including monitoring environmental conditions.
• Uphold structured cable management standards to improve reliability, simplify troubleshooting, and support future capacity needs.
• Document network device locations, layouts, and patching information to support operational continuity and planning.

Site Responsibilities:

• Manage the badge access system, including badge creation, permission changes, access removal, and troubleshooting in alignment with physical security policies.
• Maintain the sites security camera system through basic maintenance, user access management, and coordinating footage retrieval with security partners.
• Provide A/V support for meeting spaces by ensuring equipment readiness, assisting with setups, and troubleshooting issues to maintain meeting continuity.
• Manage digital signage displays by publishing approved content, updating layouts, and ensuring stable and accurate operation.
• Serve as an onsite technology steward by identifying risks, partnering with remote support teams, and ensuring the overall stability and continuity of technical operations.
• Maintain a strong customer focused presence and act as a trusted onsite resource for leadership and employees.

About the Company

SMARTECH has been in business since 1993 and is a leader in delivering nationwide technology services and solutions to some of the country's largest clients. We meet the needs of our customers by providing a flexible and skilled workforce. We bring an ability to complete projects and maintain budgetary control over variable costs. In addition to the United States corporate office, SMARTECH works with leading Fortune 500 companies and SMEs throughout the Asia-Pacific region and North America specializing in innovative technology systems and infrastructures.When you partner with SMARTECH, you talk to real people that want you to succeed! We are a national leader in technology services and resolutions. A fast growing international company!