IT Desktop Support - Backfill

• Provide on-site IT infrastructure field support including hardware, software, and OS troubleshooting without violating hardware warranties or security compliance requirements.
• Install, troubleshoot, and repair desktops, laptops, printers, and other peripherals.
• Deliver desk-side support and PC break/fix services for Windows OS, and ideally MAC/Linux OS.
• Perform smart hands support for peripheral and network hardware such as routers, switches, wireless routers, firewalls, racks, cabinets, and data termination panels.
• Assist with basic LAN/WAN concepts and networking tasks under instruction.
• Resolve end-user issues related to network cabling and connectivity (TCP/IP, DNS, DHCP, VPN, RDP).
• Conduct root cause analysis of recurring issues and contribute to problem management and preventive actions.
• Maintain timely and accurate documentation and ticket updates using tools like ServiceNow or Remedy.
• Communicate clearly and effectively with clients and internal teams.
• Manage workload independently and meet task deadlines with a sense of urgency.
• Ensure consistent customer satisfaction and maintain professionalism at all levels of interaction.

• Minimum 3 years of experience in IT field support or desktop support roles.
• Strong hardware/software troubleshooting skills, including hands-on repair of desktops, laptops, and peripherals.
• Basic understanding of LAN/WAN and TCP/IP networking.
• Familiarity with VPN, RDP, DNS, DHCP, and network troubleshooting tools.
• Experience supporting Windows OS (required); MAC/Linux OS support (preferred).
• Ability to lift/move IT equipment up to 50 lbs.
• Knowledge of IT ticketing systems (e.g., ServiceNow, Remedy).
• Familiarity with Smart Hands support tasks.
• Experience in problem and incident management with a focus on preventive solutions.

Certifications (Preferred):

• Associate Degree in Electronics or related field.
• CompTIA A+ Certification.
• OEM Certifications (Dell, Toshiba, Lenovo, HP, etc.).

Soft Skills:

• Excellent verbal and written communication.
• Strong interpersonal and customer service skills.
• Ability to interact with stakeholders at all organizational levels.
• Self-driven, result-oriented, and passionate about delivering quality support.
• Able to work independently and collaboratively within a team.
• Willingness to work flexible hours as required.