Desktop Support Technician (Tier II/Tier III)

ON-SITE SUPOORT TECHNICIAN (TIER II/TIER III)

Position Type: Contract to Hire

Salary: $21.00-$23.00/hour (Depending on experience)

Position Location : Canton, OH

The Onsite Support Technician works closely with our client's Service Delivery teams, engineers, and client stakeholders to ensure technology issues are resolved efficiently, systems remain operational, and users can perform their jobs with minimal disruption. This position requires strong technical expertise, excellent communication skills, and a customer-first mindset.

Key Responsibilities

• Provide advanced onsite technical support for desktop, laptop, mobile device, printer, and peripheral issues.
• Troubleshoot and resolve escalated hardware, software, operating system, and network connectivity problems.
• Serve as a liaison between end users, the Remote Service Desk, and engineering teams to ensure timely issue resolution.
• Escalate complex incidents to specialized support teams and collaborate on root cause analysis and permanent solutions.
• Install, configure, image, deploy, and maintain end-user devices and associated software applications.
• Support workstation moves, adds, changes, upgrades, and technology refresh initiatives.
• Maintain accurate documentation of incidents, resolutions, asset information, and system configurations within ticketing systems.
• Monitor system performance, identify recurring issues, and recommend improvements to enhance stability and user experience.
• Coordinate with hardware vendors and third-party providers for repairs, warranty work, and system upgrades.
• Adhere to client’s service standards, processes, and documentation requirements while meeting established service level agreements (SLAs).
• Completes Access Requests (COMPREQ) based on approval form security access.
• Provide professional, customer-focused support while building strong relationships with client end users and stakeholders.

Qualifications

• Experience providing Tier II/Tier III desktop support in an enterprise environment.
• Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications, and desktop hardware.
• Experience supporting printers, mobile devices, peripherals, and basic network connectivity issues.
• Familiarity with Active Directory, user account administration, and ticketing systems.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent verbal and written communication skills with a customer-service orientation.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Associate degree in Information Technology or equivalent experience preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or similar certifications are a plus.