Onsite Desktop Support Technician

Payrate: $25.00 - $33.00/hr.

• Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
• Manage Service Delivery for primary (assigned) site and other regional sites within the team.
• Identify and deliver computer hardware, software and miscellaneous services meeting defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Service Desk system.
• Perform tasks related to Service Desk support in acquisition integrations.
• Administer and support current Anti‑virus and Tanium software implementations to ensure the security of client systems; monitor desktops for patching and anti‑virus compliance.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation and IT stock management.
• Perform activities related to the operations and monitoring of the IT environment, including on‑site support at shop floor and field services.
• Perform timely activities related to the PC lifecycle: install, move, add, change, refresh, stock, dispose.
• Implement, configure, troubleshoot and maintain network printer/scanner MFD.
• Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
• Resolve backlog for incidents & service requests, report progress to end users and track root cause analysis.
• Obtain approval and purchase hardware and software as required or requested.
• Provide VIP support on site when requested.
• Under direct supervision, perform standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
• Under some supervision, perform varied tasks and assignments involving judgment and some freedom to act.
• Resolve questions or problems, referring only complex issues to higher level; require some evaluation, originality and ingenuity.
• Participate in large‑scale deployments of client support level software or hardware.
• Identify needs for end‑user training / tutorials and deliver them.
• Perform other duties as assigned by the Service Delivery Management Teams.

• Bachelor’s degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications.
• Minimum 3 years of experience in related IT roles.
• Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications or trainings).
• Proven TCP/IP and networking knowledge and work experience (ICND1).
• PC Desktop/Laptop hardware knowledge at professional level.
• Audio/Video equipment support experience.
• Proven English language knowledge working level both oral and written (intermediate level minimum).
• Able to read and understand technical manuals, standard operating procedures, and OEM guides.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.

• Excellent verbal and written communication skills, including the ability to provide written and verbal instructions, and compile and present information clearly.
• Demonstrated customer focus – evaluates decisions through the eyes of the customer.
• Strong analytical and problem‑solving skills; communicates clearly and concisely; evaluates information/data to make decisions.
• Anticipates obstacles and develops plans to resolve.
• Broad understanding of IT infrastructure and support processes.
• Experience managing 3rd party service providers.
• Apple Mac, iOS and Android expertise.
• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities.
• Change oriented – actively generates process improvements; supports and drives change and confronts difficult circumstances in creative ways.
• Knowledge of ITIL Foundations.
• Ability to present ideas in user‑friendly language.