Desktop Support

Description The Desktop Tech is responsible for providing Level 2 hardware and software support to 1500+ desktop PC's, laptops, and peripherals, and troubleshot reported issues involving MS Office functions, Windows2000/XP, Virus/Spy ware, and standard applications in multiple locations while meeting defined service level agreements and adhere to and promote Desktop Standards. Participate in special projects such as equipment moves, repair/ maintenance of network printers and Personal computers. Document daily tasks in time tracking system. Document trouble-shooting procedures to be used by fellow technicians. Responsibilities Provides Tier 2 support for end-user computing devices for employees and Contingent workers in multiple offices and functions as an escalation point for Tier 1 support. Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment. Deploys and troubleshoots end-user computing devices including laptops, desktops, printers, MFPs, and wireless devices that are aligned with the Home Office Security Policy. Reimage computers/hard drives in accordance with standards. Perform Move, Add, and Change functions including installation and decommission. Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office and Internet browsers. Install, configure, and troubleshoot MAC/Apple-based operating systems and proprietary applications. Configures and supports remote users including VPN client and connectivity. Provides customer training and knowledge documentation. Complies with and supports ITIL change-incident-problem management processes and work instructions. Troubleshoots incidents and fulfills requests within established SLAs. Adheres to Desktop and End User Computing processes, procedures, policies, and job aids. Provides a high touch, business-aware, personalized, world-class customer service that extends to executive and high-level support. Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors. Perform asset inventory activities as needed. Able to work with minimal instruction on day-to-day operations and general instruction on new assignments from management. Provide exceptional customer service to internal business partners by troubleshooting IT-related problems from LOB application, MS Suite and VPN for remote users, to hardware such as mobile phones, laptops, PCs and printers. Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures. Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk and contribute to our knowledge base by writing and submitting KB articles. Required Qualifications Must be able to work 100% from a corporate office 5 days a week. Role supports onsite employees so working remotely is not an option. 2+ years of Tech Support experience including supporting Windows and Mac Experience with workstation setup, refreshes, conference room support, networking, and other related duties Experience in management and support of Microsoft Active Directory Domains, Microsoft Office, Office 365, corporate networks, and mobile device technology. Education / Preferences Working knowledge of various Windows OS and hardware for PC environments, principles and terminology of networking and mobile technologies. Strong communication skills and collaborative attitude are key attributes for this role. An Associate degree, Certificate, or Boot Camp in Computer Science or equivalent training/experience required. Skills Desktop, Troubleshooting Top Skills Details Desktop,Troubleshooting Additional Skills & Qualifications ITIL Process Knowledge Understanding of change, incident, and problem management frameworks. Cross-Functional Collaboration Experience partnering with teams like Active Directory, Messaging, Networking, and Security. Automation & Knowledge Base Contribution Interest or experience in driving automation and writing KB articles to reduce service desk volume. Mac/Apple OS Support While Windows support is core, Mac support is a valuable differentiator. Conference Room & Remote Support Familiarity with AV setups and remote user support including VPN and mobile device management. Experience Level Entry Level Job Type & Location This is a Contract to Hire position based out of Austin, TX. Pay and Benefits The pay range for this position is $25.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Austin,TX. Application Deadline This position is anticipated to close on Aug 1, 2026. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. *San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. *Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. *Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr