Desktop Support Technician

The IT Specialist (Contractor) provides frontline technical support for corporate infrastructure and enterprise applications. This role supplements internal IT teams by delivering hands-on and remote technical support to internal customers while adhering to company policies, security standards, and IT best practices. The contractor partners with Operations, IT Shared Services, and approved vendors to help maintain reliable, secure, and efficient technology services across corporate office and distribution center environments. Success in this role requires strong customer service, clear communication, disciplined documentation, and the ability to prioritize and coordinate work across multiple stakeholders and locations., Core responsibilities include, but are not limited to:

• Analyze, prioritize, resolve, document, and communicate outcomes for assigned incidents and service requests using approved ITSM tools and intake channels, meeting defined SLAs and customer expectations.
• Provide timely, professional end-user support with strong ticket ownership; communicate status clearly, set expectations, and escalate unresolved issues to appropriate internal teams while remaining accountable through resolution.
• Install, configure, maintain, and troubleshoot end-user hardware and software both on-site and remotely in accordance with corporate standards and security policies.
• Support audio/visual, conferencing, and computing needs for meetings at assigned locations.
• Assist with the planning, deployment, testing, installation, training, onboarding/offboarding support, and documentation of technical solutions; maintain and update SOPs/knowledge articles as needed.
• Support technology lifecycle activities related to employee events, including equipment setup, refreshes, transfers, and removals, as directed.
• Partners with Distribution Center Operations teams during peak shipping hours to support technical equipment needs such as printer maintenance, equipment returns (RMA), and basic repairs.
• Track and assist with IT asset inventory, equipment lifecycle activities, spare parts, and stock levels; ensure accurate records, labeling, and handoff documentation as required.
• Coordinate with approved vendors and internal stakeholders for repair and maintenance activities, including scheduling, on-site support, communication of timelines, and verification of functionality.
• Support change management activities and follow approved procedures for all technology modifications.
• Maintain cleanliness of organized IT work areas and ensure all other spaces are kept clear of clutter, obstructions, and potential safety hazards.
• Perform other duties as assigned by the manager.

RELATIONSHIPS

Internal:

• Internal end users across corporate offices and distribution centers
• IT Shared Services, infrastructure, and application support teams

External:

• Approved IT vendors and service providers supporting laptops, printers, alarms, badging systems, conferencing equipment, network devices, shipping carrier services, and display technologies

WORK ENVIRONMENT

• On-site, region-based support role with hands-on support at assigned location(s)
• Travel to additional sites within the assigned region as needed (percentage may vary based on business needs)
• Occasional after-hours or peak operational support may be required

• 5+ years of hands-on experience supporting enterprise IT environments
• Demonstrated experience with:

o Windows desktop configuration, deployment, and troubleshooting

o PC hardware installation, configuration, and repair

o Desktop and peripheral troubleshooting

o Mobile devices (iOS, Android smartphones and tablets)

o Microsoft Office applications

o Audio/visual support for enterprise conferencing systems

• Strong organizational skills with the ability to manage multiple priorities, maintain accurate ticket notes/documentation, and follow standardized processes.
• Demonstrated team collaboration and customer service skills; able to communicate clearly with end users and cross-functional partners (Leaders, HR, Operations, Shared Services, vendors).
• Experience working in an ITSM/ticketing environment and adhering to service levels, escalation paths, and knowledge management practices.
• Ability to work independently with limited supervision
• Ability to proactively communicate challenges, delays, barriers, and identify solutions to drive change
• Ability to travel locally within the assigned region as needed
• Experience supporting distribution center or warehouse environments., * Industry certifications such as CompTIA A+ or Microsoft certifications
• Foundational networking knowledge (WLAN, LAN, TCP/IP, VLANs, routing)
• Network and endpoint troubleshooting experience
• Active Directory user and basic OU administration
• Windows server environments (modern and legacy)
• Core networking services (DHCP, DNS, TCP/IP)
• Experience with enterprise endpoint, security, VPN, or VDI tools