Desktop Support Technician II

Desktop Support TechnicianOur client, a leading global technology company, is seeking a Desktop Support Technician.Job Title: Desktop Support TechnicianLocation: Charlotte, NCDuration: 12 monthsEmployment Type: W2 ContractPay Range: $20-25/hrJob DescriptionWe are seeking an experienced Service Desk Analyst 2 / Desktop Support Technician to provide high-touch technical support to employees across a corporate computing environment. This role is ideal for a customer-focused IT professional with strong hands-on experience supporting both Mac and Windows environments, with a heavier emphasis on Mac.The successful candidate will troubleshoot hardware, software, operating system, connectivity, and enterprise application issues while managing tickets through ServiceNow. This position requires excellent communication skills, strong customer service, and the ability to work effectively with employees at all levels, including C-level executives.Key ResponsibilitiesDesktop & Technical SupportProvide Tier 1 and Tier 2 technical support for Mac and Windows computersTroubleshoot and replace laptop and desktop hardwareBuild, configure, and deploy new workstations and laptopsInstall, upgrade, and troubleshoot hardware and software on Windows and macOS systemsSupport approximately 70% Mac and 30% Windows environmentsTroubleshoot enterprise applications, email, printing, connectivity, networking, and remote accessProvide support for mobile devices, including iOS and AndroidService Desk & Ticket ManagementMonitor and manage the IT support queue using ServiceNowLog, prioritize, assign, troubleshoot, and document incidents and service requestsInvestigate issues, identify root causes, and determine appropriate escalation pathsMaintain detailed and accurate ticket documentationFollow established SLAs, SOPs, and escalation proceduresManage customer issues through resolution and provide proactive follow-upExecutive & Customer SupportProvide high-touch, professional technical support to employees at all levelsSupport C-level executives and other senior leadershipDeliver excellent face-to-face, phone, email, and remote supportCommunicate technical solutions clearly to both technical and non-technical usersDemonstrate empathy, professionalism, and strong customer-service skillsMaintain positive relationships through consistent customer follow-upHardware, Software & Asset SupportPerform hardware upgrades, equipment replacement, and asset disposalSupport hardware and software inventory processesManage loaner equipment programsPerform new-hire setups, employee terminations, relocations, and workstation changesSupport remote imaging and automated software updatesApply operating system and security updates to protect systems from malware and vulnerabilitiesKnowledge & Continuous ImprovementResearch and resolve intermediate and complex technical issuesDocument technical solutions and contribute to knowledge-base contentIdentify recurring issues and recommend preventive solutionsCollaborate with engineering and other technical teams on escalated issuesParticipate in projects and complete assigned technical deliverablesShare troubleshooting knowledge and best practices with team membersQualifications3–5 years of Service Desk and Desktop Support experience requiredStrong hands-on experience supporting both Mac and Windows environmentsExperience supporting a Mac-heavy corporate environmentExperience providing technical support to executives/C-level usersExperience with ServiceNow or another enterprise ITSM/ticketing platformStrong troubleshooting and problem-solving abilitiesExperience supporting hardware, software, networking, email, printing, and connectivityFamiliarity with macOS and Windows 10/11Working knowledge of Active Directory and wired/Wi-Fi networkingFamiliarity with Exchange, software distribution, and enterprise technologiesExperience with Google Workspace and collaboration tools such as SlackStrong customer service, communication, and interpersonal skillsAbility to work independently and collaboratively in a fast-paced environmentAssociate's degree in Computer Technology or related field, or equivalent experience preferredMust-Have Skills3–5 years of Service Desk / Desktop Support experienceStrong Mac and Windows troubleshooting experience70% Mac / 30% Windows environment experience preferredServiceNow ticketing system experienceExperience supporting C-level executivesHardware/software troubleshooting and workstation deploymentAbility to manage and prioritize a technical support queueNice to HaveExperience in a corporate walk-up / face-to-face support environmentITIL v4, CompTIA, ACMT, or CCT certificationExperience with Google Workspace / Google SheetsExperience with Slack and ZoomExperience supporting iOS and Android devicesKnowledge of Citrix, VDI, or enterprise telephony platformsExperience creating or maintaining IT knowledge-base documentationExperience partnering with Tier 3 engineering teamsAdditional InformationHigh-touch corporate IT support environmentSignificant Mac support exposure (approximately 70%)Regular interaction with senior leadership and C-level executivesRole requires strong cultural fit and customer-service orientationOpportunity to work across desktop hardware, enterprise applications, networking, and ITSM technologies