Desktop Support Technician

Overview

Desktop Support Technician —

Location:

Normal, IL (100% onsite). Duration: 6-month contract with potential for full-time conversion based on performance and business needs.

Schedule:

Monday–Friday, 7:00 AM – 5:00 PM (average 8 hours/day with 1 hour unpaid lunch). Pay: $25.00/hr – $31.00/hr.

The Desktop Support Specialist will coordinate, diagnose, and troubleshoot technical requests for both onsite and remote users. This role involves supporting employees with issues related to desktops, laptops, mobile devices, and network services. The ideal candidate will thrive in a fast-paced environment, demonstrate excellent problem-solving skills, and communicate effectively with both technical and non-technical users.

• Use ITSM tools (e.g., Service Now) to document all work performed.
• Perform advanced troubleshooting of technology and applications across endpoints (laptops, desktops, kiosks, mobile devices, and tablets).
• Deploy, update, optimize, and troubleshoot Windows and macOS workstations using tools such as Auto Pilot, Microsoft Intune, and Jamf.
• Provide hardware and software provisioning, including device check-in/check-out.
• Coordinate with IT teams to meet SLAs and deliver exceptional customer service.
• Explain technical solutions in clear, non-technical language to end users.
• Assist with setup, replacement, and movement of IT equipment (monitors, peripherals, etc.).
• Perform basic network troubleshooting (Wi-Fi and connectivity issues).

• Experience: 3+ years in a Desktop Support role within a fast-paced environment (handling ~50-75 tickets weekly).
• Technical Expertise:
  • Experience with both Windows and macOS environments.
  • Familiarity with IT management tools (Intune, Jamf, Config Mgr).
  • Knowledge of wired/wireless networks, VPNs, collaboration tools (chat, video conferencing), and A/V systems.
  • Hands-on experience supporting Office 365, browsers, encryption software, antivirus solutions, VDIs, Active Directory, and shared drives.
  • Proficiency with ITSM/helpdesk tools (Service Now, Jira).
• Education: High school diploma required; associate degree or equivalent work experience preferred.

• Strong critical thinking and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks and manage a high workload effectively.
• Strong documentation and organizational skills.
• Customer-first mindset with a passion for providing outstanding support.
• Ability to work collaboratively with all levels of an organization, including executives and vendors.
• Tech-savvy with enthusiasm for learning new tools and technologies.
• Discipline to manage tickets and tasks consistently while minimizing distractions.