Desktop Support

Overview

We are seeking a Desktop Support Technician with 3-5 years of experience providing end-user support in a manufacturing environment. This role will be responsible for troubleshooting and resolving complex desktop, hardware, software, and Microsoft 365 issues while delivering exceptional customer service. The ideal candidate will have strong Windows 11 support experience, the ability to manage multiple priorities, and a proven track record of supporting users in a fast-paced production setting.

• Provide Level 2 desktop support for hardware, software, operating systems, peripherals, and mobile devices.
• Troubleshoot and resolve Windows 11, Microsoft 365, network connectivity, and application-related issues.
• Monitor and manage assigned ticket queue, ensuring timely resolution of incidents and service requests.
• Serve as a technical escalation point for more complex desktop support issues.
• Support manufacturing operations by resolving IT issues impacting production and business users.
• Coordinate with cross-functional IT teams, vendors, and stakeholders to drive issue resolution.
• Create, maintain, and improve technical documentation, knowledge base articles, and support procedures.
• Maintain accurate ticket documentation and update service management systems in a timely manner.
• Identify recurring technical or process-related issues and recommend improvements.
• Ensure compliance with established IT policies, procedures, and best practices.
• Maintain a high level of customer satisfaction through professional communication and follow-through.
• Meet established service-level agreements (SLAs), ticket volume, and resolution goals.

• 3-5 years of hands-on desktop support experience.
• Strong experience supporting Windows 11 environments.
• Experience supporting Microsoft 365 applications and services.
• Experience providing IT support within a manufacturing or industrial environment.
• Proven troubleshooting and problem-solving skills across multiple technologies.
• Experience working with ticketing systems and knowledge management tools.
• Strong customer service, communication, and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

• Experience supporting enterprise desktop deployments and hardware refresh projects.
• Knowledge of Active Directory, Azure AD/Entra , and endpoint management tools.
• Experience supporting printers, shop floor devices, and manufacturing-related technology.
• Familiarity with ITIL processes and service management best practices.

• 3-6 years of desktop support or end-user computing experience.
• Prior experience supporting enterprise users in a manufacturing environment preferred.

This is a Contract position based out of Atlanta, GA.

The pay range for this position is $25.00 – $30.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
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.
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…