Desktop Support Technician (Onsite)s

Job Title: Desktop Support Technician

Location: Mount Laurel, NJ 08054 (Onsite)

Duration: 12+ months, Contract

Job Description:

We are seeking a highly organized and customer-focused Desktop Support Technician to join our IT Operations team. This individual will be responsible for the deployment, maintenance, tracking, support, and repair of end-user computing devices across the organization. The ideal candidate will have hands-on experience with desktop and laptop hardware, imaging and configuration processes, asset inventory management, shipping and receiving logistics, and supporting employees in both onsite and remote environments.

This role requires strong technical troubleshooting skills, attention to detail, excellent documentation practices, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:

Device Imaging & Deployment

• Image, configure, and deploy Windows laptops, desktops, and mobile devices according to company standards.
• Install operating systems, software applications, drivers, security tools, and corporate configurations.
• Validate device functionality and ensure compliance with IT security and operational standards prior to deployment.
• Prepare end-user equipment for onboarding and refresh initiatives.

Inventory & Asset Management

• Maintain accurate inventory records for all IT assets utilizing the organization's asset management system.
• Check new and existing devices in and out of inventory.
• Track equipment lifecycle, including procurement, deployment, reassignment, repair, and retirement.
• Conduct periodic inventory audits to ensure asset accuracy and accountability.
• Manage asset tagging and equipment registration.

Logistics & Shipping

• Securely package, label, and ship laptops, monitors, peripherals, and related equipment to remote employees and client locations.
• Coordinate shipment tracking and delivery confirmation.
• Maintain shipping records and update asset management systems with deployment details.
• Manage hardware distribution for onboarding, equipment refreshes, and project rollouts.

Receiving & Asset Recovery

• Receive returned devices from employees and business locations.
• Inspect, document, and process end-of-life (EOL) equipment.
• Validate returned assets against inventory records.
• Coordinate device sanitization, recycling, redeployment, or disposal according to company policies.
• Identify missing or damaged equipment and escalate as necessary.

Hardware Repair & Maintenance

• Diagnose and repair hardware issues affecting laptops, desktop computers, monitors, docking stations, printers, and peripherals.
• Replace defective components including memory, storage devices, batteries, keyboards, power supplies, displays, and accessories.
• Perform preventive maintenance and hardware upgrades.
• Coordinate warranty repairs and vendor support when applicable.
• Maintain repair records and asset history documentation.

Documentation & Administrative Support

• Accurately document all work performed, including asset tag information, device assignments, shipping and receiving details, user information, repair activities and inventory updates.
• Update tickets and service requests within the IT Service Management (ITSM) platform.
• Create and maintain process documentation, knowledge articles, and standard operating procedures.

End User Support

• Provide Level 1 and Level 2 technical support for hardware, software, peripherals, and basic network connectivity issues.
• Assist users with workstation setup, troubleshooting, and equipment replacement.
• Support employee onboarding and offboarding activities.
• Deliver exceptional customer service while maintaining established service-level agreements (SLAs).

Minimum Education and Experience:

• No degree or certification is required by the client.
• 2+ years of Desktop Support, Help Desk, IT Support, or End User Computing experience.
• Experience imaging and deploying Windows-based devices.
• Experience with asset inventory management systems.
• Hands-on experience troubleshooting and repairing laptop, desktop, and peripheral hardware.
• Experience shipping and receiving IT equipment.
• Strong understanding of Windows 10/11, Microsoft Office 365, Active Directory, endpoint management tools, and IT hardware lifecycle processes.
• Experience using ticketing systems such as ServiceNow, Jira Service Management, or similar platforms.
• Strong written and verbal communication skills.
• Ability to lift and move computer equipment weighing up to 50 lbs.
• PowerShell experience (added by CSS as a must-have after the req was issued).

Preferred Qualifications:

• CompTIA A+ Certification.
• Experience with Microsoft Intune, Autopilot, SCCM, or other endpoint management platforms.
• Experience supporting remote workforce environments.
• Knowledge of asset management and procurement processes.
• Experience with hardware warranty management and vendor support coordination.

Technical Skills (as listed in the client JD):

• Windows Operating Systems.
• Microsoft 365.
• Active Directory.
• Azure AD / Entra ID.
• Microsoft Intune.
• SCCM/MECM.
• ServiceNow.
• Asset Management Systems.
• Laptop & Desktop Repair.
• Device Imaging & Deployment.
• Shipping & Logistics Coordination.
• IT Documentation & Reporting.

Soft Skills:

• Reliable transportation.
• Ability to work in a fast paced environment.
• Ability to speak up when they need support.
• Customer service excellence, attention to detail, problem solving and troubleshooting, organization and time management, communication, accountability, inventory control, technical documentation, adaptability and team collaboration (client JD key competencies).

Work Environment:

• This position may require a combination of desk-side support, warehouse/inventory work, hardware repair activities, and shipping/receiving responsibilities. The technician will regularly handle computer equipment and interact with both onsite and remote employees.

Skills:

Required/Desired