Desktop Support

Job Description:
Desktop Support Contractor
Role Summary
The Desktop Support Contractor will provide hands-on day-to-day infrastructure and end-user support, including incident response, laptop imaging, device setup, user troubleshooting, and general IT operational support. This role will support desktop, laptop, peripheral, connectivity, and standard application issues while working closely with Infrastructure, Service Desk, and Security teams to ensure timely resolution, accurate documentation, and a strong end-user experience.

• Provide hands-on desktop, laptop, and peripheral support for end users across the business
• Support day-to-day infrastructure tasks, including basic troubleshooting, device connectivity, hardware replacement, and user access coordination
• Respond to assigned incidents and service requests through the ITSM/ticketing system
• Document troubleshooting steps, resolutions, and recurring issues to improve support consistency

• Take direct calls, walk-ups, Teams messages, and ticket-based requests for support issues as needed
• Triage, troubleshoot, and resolve common end-user issues related to devices, applications, printers, peripherals, network connectivity, and account access
• Escalate complex incidents to Infrastructure, Security, Applications, or vendor teams with clear documentation and context
• Communicate status updates to users and ensure timely follow-up through resolution

• Image, configure, and prepare laptops and desktops according to company standards
• Install approved software, drivers, security tools, and standard business applications
• Assist with device deployment, replacement, refresh, return, and reallocation activities
• Validate devices are patched, encrypted, domain-joined, and ready for production use before handoff

• Maintain accurate records for assigned laptops, desktops, peripherals, and accessories
• Update asset tags, inventory records, device assignments, and ticket documentation as work is completed
• Support device returns, loaner management, spare inventory, and equipment readiness
• Follow documented procedures for secure handling, reassignment, and disposal of IT equipment

• Assist with endpoint patching, vulnerability remediation, and security tool validation as directed
• Ensure supported devices comply with company configuration, encryption, antivirus/EDR, and access standards
• Report lost, damaged, or non-compliant equipment promptly through established escalation channels
• Follow company security procedures when handling user systems, credentials, and sensitive information

• Experience providing desktop support in a corporate or manufacturing environment
• Hands-on experience imaging, configuring, deploying, and troubleshooting Windows laptops and desktops
• Working knowledge of Microsoft 365, Windows 10/11, Active Directory, basic networking, printers, VPN, and remote support tools
• Ability to troubleshoot hardware, software, connectivity, peripheral, and user access issues
• Familiarity with ITSM/ticketing systems and basic incident management practices

• Provide responsive, professional, and customer-focused support to end users
• Work independently on assigned tasks while knowing when to escalate appropriately
• Follow standard operating procedures and maintain accurate work notes in tickets
• Communicate clearly with users, IT team members, and support partners
• Maintain confidentiality and professionalism when handling user devices, data, and support interactions

• 2–5 years of desktop support, help desk, field support, or infrastructure support experience
• Experience with imaging tools such as Microsoft Intune, Autopilot, SCCM/MECM, MDT, or similar platforms
• Experience supporting users in a multi-site or global environment
• CompTIA A+, Network+, Microsoft, or ITIL Foundation certification preferred but not required
• Ability to lift, move, and set up desktop equipment, monitors, docking stations, and related hardware as needed

• Timely closure of assigned incidents and service requests
• Accurate and complete ticket documentation
• Consistent device imaging and deployment quality
• Positive user feedback and professional support interactions
• Reduced repeat incidents through effective troubleshooting and documentation