Desktop Support Technician

Description

Under general supervision, provides field support to end-users for PCs, hardware, software and peripheral devices. Handles problems that the Level I (phone) support is unable to resolve. May interact with network services, desktop services and applications teams to correct problems and identify issues. Simulates or recreates user problems to resolve operating difficulties.

Recommends system modifications and process improvements to reduce user problems and increase user productivity.

Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Help Desk Support Service Specialist or Field Services Manager.

This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

Answer all calls promptly and within a specific timeline to ensure a high level of service availability to the customer.

Provide Level I (phone) and Level II (field) support for problem tickets and logs, using current reporting system, include clear and concise problem descriptions and/or resolution comments when either closing the support ticket or referring to next level support.

Provide Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices.

Understand and maintain a working knowledge of Windows based software applications.

Participate in 24 hour on call and Tech On-Call pager coverage. Respond to pages.

Exhibit strong customer service.

Document installation instructions and troubleshooting steps.

Desktop, Deployment, Windows 10, Active directory, Technical support, Imaging, Office 365

• A+ Certification and demonstrated skill set, or 4 years experience in IT Field service role
• Knowledge of Operating Systems software required.
• Demonstrated oral and written communication skills, problem-identification and problem-solving skills.
• Strong customer service skills.
• Positive, cooperative, motivated attitude.

This is a Contract position based out of Ann Arbor, MI.

The pay range for this position is $22.00 - $22.00/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.

• 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)

This is a fully onsite position in Ann Arbor, MI.

This position is anticipated to close on Jul 28, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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.

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.