Senior Desktop Technician

Contract to Hire | 6-Month Contract with Expectation to Convert Full-Time Onsite | Monday – Friday, 8:00 AM – 5:00 PM For 90 years, our company has nurtured creative ideas and turned them into successful realities built on three core strategic pillars – creativity, excellence, and people. We are committed to an exceptional employee experience, ongoing professional development, and a culture that values work/life balance.

Position Summary

The Sr. Desktop Support Technician will be instrumental in delivering a quality service focused on the user experience and technical solutions of all our employees. We’re looking for someone who takes ownership of their work, is resourceful in problem-solving, and can think creatively. This individual will work together with a team to provide both local and remote support and take on projects requiring clear communication and timely completion.

Coverage is required Monday–Friday, 8:00 AM–5:00 PM, with on-call availability for nights, weekends, and holidays.

• Perform onsite advanced support duties requiring independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on end-user devices.
• Complete lifecycle management updates in the Asset Management Database (AMDB) and maintain chain of custody documentation as devices move in and out of depot.
• Provide support for video conferencing (Teams Rooms), mobile devices (Android and iOS), and IP telephony (VoIP) systems.
• Proactively identify potential issues that could adversely impact customer experience and follow through with research, vendor collaboration, and recommended solutions.
• Collaborate with the Sr. Workplace Engineer to set strategy for the end-user digital workspace, ensuring alignment with company goals and hardware/software compatibility.
• Mentor junior team members and provide feedback to the end-user services team to improve overall service delivery.
• Write, review, and maintain knowledge base articles for administration tasks, software/hardware installation and configuration, and troubleshooting.
• Support remote retail and office sites, including virtual devices and Point of Sale (POS) hardware.
• Manage and maintain end-user hardware inventory, ensuring minimum and maximum stock levels are maintained; dispose of broken, damaged, and end-of-life assets per company policy.
• Maintain and manage vendor relationships, ensuring timely procurement and delivery of hardware; obtain quotes, track shipments, and support annual hardware refresh cycles.

• Strong organizational and inventory management skills with proficiency in asset management tools and databases.
• Experience with Desktop/Laptop PXE boot imaging using industry-standard tools such as SCCM, Tanium, or equivalent.
• Proficiency in installing and troubleshooting Microsoft OS, O365 Suite, Microsoft collaboration tools (Teams, SharePoint), and platforms such as Box.
• Experience troubleshooting and resolving Citrix/VDI client issues.
• Working knowledge of Active Directory and network connectivity: TCP/IP, DNS, WINS, DHCP, wireless, and basic VoIP phone administration.
• Basic knowledge of ITIL and experience with an industry-standard ITSM tool (e.g., Helix, Service Now, Remedy, Cherwell, HEAT).
• Ability to manage vendor relationships and procurement processes; strong communication and collaboration skills.
• Ability to lift and carry up to 50 lbs; extensive daily walking throughout campus required.
• Minimum 3 years of IT desktop support experience.

• Industry certifications such as CompTIA A+, Microsoft Office Specialist, or MCP.

• High School Diploma required;
  Associate’s or Bachelor’s degree in Computer Science or a related technology field strongly preferred.

• Highly competitive compensation (contract rate commensurate with experience)
• 401K – 12% employer contribution with no vesting period (6% match + 6% non‑matching contribution)
• All Medical/Dental/Vision benefits start day one; low employee premiums
• 5–8 weeks of PTO annually based on years of experience; 11 additional holidays per calendar year
• Education Assistance Program; free covered employee parking; free specialty coffee bar; onsite breakfast and lunch at Dallas HQ
• Commitment to work/life balance, ongoing professional development, and an exceptional employee experience