Desktop Technician

Desktop Support Analyst (Mac Focused) | Executive & End User Support

Location: Shelton, CT (Onsite)
Schedule: Monday-Thursday, 32 hours per week
Employment Type: Contract
Potential for Extension: Yes

Important Requirement

Mac experience is mandatory. Candidates without hands-on MacOS support experience will not be considered.

Position Overview

We are seeking an experienced Desktop Support Analyst to provide white-glove technical support in a fast-paced onsite environment. This role will primarily focus on supporting Mac users, including MacBooks and iMacs, while also assisting with Windows-based devices, conference room technology, and general office IT support.

The ideal candidate will have a strong customer-service mindset, experience supporting executive-level users, and the ability to troubleshoot and resolve technical issues both remotely and in person. This position offers the opportunity to contribute to IT service improvements while partnering closely with business stakeholders and support teams.

Key Responsibilities

• Provide Level 1 and Level 2 support for MacOS users, both onsite and remotely.
• Troubleshoot and support MacBook, iMac, Windows 11 devices, and peripheral hardware.
• Deliver white-glove support to executives and VIP users.
• Support conference room technology, including Logitech Microsoft Teams Rooms (MTRs).
• Install, move, add, and modify hardware, software, printers, and collaboration equipment.
• Track, troubleshoot, and resolve incidents and service requests.
• Provide mobile device support for iOS and Android devices.
• Perform audio-visual support for meetings and events.
• Assist with PC lifecycle activities, including deployment and disposal.
• Document issues, resolutions, and support processes.
• Analyze support trends and recommend process improvements.
• Collaborate with global IT teams to ensure consistent service delivery.
• Stay current on emerging technologies, tools, and best practices.

Required Qualifications

• 3+ years of experience in desktop support, technical support, or end-user support roles.
• Strong hands-on experience supporting:
  • MacOS
  • MacBook and iMac hardware
  • Microsoft 365 (Office 365)
  • Windows 11
  • Microsoft Teams
• Experience supporting users in an onsite corporate environment.
• Experience supporting executive-level users and high-visibility meetings.
• Experience supporting conference room and collaboration technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently while managing multiple priorities.

Preferred Qualifications

• Experience with Kandji device management.
• Experience using ServiceNow for incident and request management.
• Experience supporting Logitech Teams Rooms (MTRs).
• Hardware repair and maintenance experience.
• Strong organizational and documentation skills.
• Analytical mindset with the ability to identify trends and improve processes.
• Demonstrated customer service excellence.

Technical Environment

• MacOS
• MacBook / iMac
• Microsoft 365
• Windows 11
• Microsoft Teams
• iOS
• Android
• ServiceNow
• Kandji
• Logitech Teams Rooms (MTRs)