Desktop Support Engineer; Independent Contractor

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises.

Position: Desktop Support Engineer (Full Time)

Location: Boca Raton, Florida, USA

Contract Type: Independent Contractor / Freelancer

Start Date: Immediate

Eligibility: U.S. Citizens and Green Card Holders Preferred

The Desktop Support Engineer role is responsible for providing first- and second-level technical support while also managing the efficient assignment and dispatch of service requests. This on-site role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

• 3+ years of strong experience providing IT Infrastructure field support, troubleshooting hardware, software, and operating system issues without violating warranties or security compliance requirements.
• Monitor individual queues to resolve routine and non-routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation for the end user.
• Maintain a high level of customer satisfaction.
• Comply with desktop group practices and procedures.
• Update Service Now and other data repositories (e.g., knowledge base) in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and resolution levels.
• Ensure compliance with applicable corporate policies and procedures.
• Maintain productive relationships with peers and management in IT and client organizations.
• Follow established processes and practices for the group.
• Coordinate and consult with client areas to analyze problems and recommend technical solutions.
• Perform intermediate-to-advanced IMAC (install, move, add, change) services: hardware roll‑outs, refreshes, and other hardware deployment activities on PCs, laptops, printers, and POS devices.
• Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues.
• Handle software installation, support, and upgrades.
• Provide 1st/2nd level Help Desk support.
• Perform basic LAN and internetworking-related activities.

• Have a strong internetworking and troubleshooting skill set.
• Hold A+ certification and at least one certification from Cisco or Microsoft.
• May have additional vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP).
• Self-starter capable of managing multiple tasks independently.
• Exceptional customer service and communication skills.
• Ability to work independently or as part of a team with minimal supervision.
• Must be available to work flexible work schedules.
• Proficient in Windows 10 & 11 and Office Suite/O365.