IT Desktop Support

Technician Position

Duration: 6 months, possibility of extension

Job Description

The technician provides hands-on technical support for end users at the Tolleson, Arizona site. This role focuses on diagnosing, troubleshooting, and resolving hardware, software, and infrastructure-related issues in a fast-paced, production environment. The ideal candidate brings strong customer service, solid technical knowledge, and the ability to work independently while collaborating with cross-functional IT teams.

Key Responsibilities

• Provide on-site support for desktops, laptops, printers, mobile devices, IP phones, and conference room equipment
• Troubleshoot and resolve hardware, software, and network connectivity issues
• Perform Active Directory administration tasks
• Support Windows 11 and Microsoft 365 environments
• Provide limited support for corporate mobile devices
• Troubleshoot Cisco VPN and Citrix issues
• Provide remote support using tools such as LogMeIn
• Perform device imaging and deployment (USB/PXE)
• Maintain asset inventory and documentation
• Support printer and IP telephony systems
• Coordinate hardware ordering and deployment
• Manage and update tickets in ServiceNow
• Assist with IT projects and Smart Hands support

Required Education

• Associate's Degree in IT or relevant field

Required Qualifications

• 1+ year of hardware support experience
• 1+ year of in-person, customer-facing IT support experience
• Strong troubleshooting and communication skills

Preferred Experience

• Manage incoming requests through a ticketing system among the team
• Experience using ServiceNow to manage assigned tickets

Preferred Certifications

• CompTIA ITF+
• CompTIA A+
• CompTIA Network+
• CompTIA Server+
• CompTIA Cloud+
• CompTIA Mobility+

Physical Requirements

• Ability to lift and move equipment up to 40 pounds

Performance Expectations

• Performance is measured through key performance indicators (KPIs), SLA adherence, customer service quality, and priority matrix compliance.
• Deliver excellent customer service.
• Adhere to all service management principles, processes, and guidelines.
• Interact professionally with customers, peers, managers, and SMEs.
• Take ownership of follow-ups and communicate progress consistently.
• Demonstrate strong communication, technical knowledge, organization, and multitasking skills.
• Provide timely and effective resolution and fulfillment of requests.