Desktop Support Technician - CLT Airport

We are seeking a hands-on Desktop Support Technician

We are seeking a hands-on Desktop Support Technician (7 months contract) to support Layer 1 (L1) physical network operations in data center and network closet environments. This role focuses on racking, cabling, hardware turn-up, and on-site execution of network deployments. The ideal candidate is comfortable working independently, follows detailed deployment plans, and understands the importance of precision at the physical layer.

This is not a network engineering or configuration role. Success in this position comes from strong physical infrastructure skills, attention to detail, and knowing when to elevate to L2/L3 teams.

• Provide in-person, phone, remote, and email support to users of supported departments.
• Keep the ticketing system up to date with the status off all support requests.
• Keep inventory system up to date with all deployed computing asset information.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts, email accounts, and necessary access for user staff.
• Provides support to end users in problem resolution for both Windows and Apple systems.
• Guides end users through troubleshooting procedures.
• Performs upgrades to hardware and software.
• Supports printing and other peripheral computing devices.
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participates in the identity and access management of various systems.
• Rack and stack network switches, routers, firewalls, and supporting hardware
• Perform structured cable management including labelling, dressing, and patching
• Off-hours availability:
  Comfortable working evenings, nights, or weekends for maintenance windows and deployments
• Physically capable:
  Able to lift and maneuverer equipment, work in tight spaces, and stand or crouch for extended periods
• Team-aware mindset:
  Understands when to elevate issues and how to communicate clean handoffs
• Detail-oriented:
  Recognizes that physical layer accuracy is critical to network stability and uptime
• This is a 40-hour week, which may vary to accommodate 5 days x 8-hour coverage from 9:00pm to 6:00am or 7:00am to 7pm rotational schedule.

• 1 - 3 years of experience providing Helpdesk/Desktop Support or Field Services, which includes troubleshooting hardware, software, connectivity, and operating system issues
• 1 - 3 years of experience with current Microsoft Windows Desktop software
• 1 - 3 years of experience support - DSS, Multiple Workstation OS (Windows, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• 1 year experience performing hands-on data centre or network physical work Familiarity with racking, cabling standards, and physical network infrastructure
• Basic understanding of networking concepts at a high level (L1 fundamentals)
• Ability to follow written procedures, diagrams, and deployment documentation
• Able to communicate cross functions

• Experience with enterprise hardware such as Cisco, Juniper, Arista, or similar vendors
• Familiarity with ticketing or change management tools (e.g., Service Now)
• Basic awareness of Layer 2 concepts (ports, VLANs) for context only
• Ability to read rack elevations, patch panels, and structured cabling diagrams

• Able to lift or push 20-50 pounds of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools. (Screwdrivers, wrenches, pliers, hammers & drills)

Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and complement with recommended learning journeys via our L&D system, which caters to helping you reach career goals or objectives - whether you want to become a knowledge expert in your field or apply your skills to another division.

We are unconditionally inclusive in the way we work and…