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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support - **Company:** Smartech & Associates, LP - **Location:** Bentonville, AR, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Virtual Camera Systems, Networking Hardware, Software Deployment, Virtual Local Area Networks, Wireless Access Point, User Administration, Servicenow - **Published:** June 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b6b2cabbc98b70c7 ## About the Role Do you have experience in Customer communication? ## Description * Provide onsite technical support for Windows, macOS, and mobile devices, using structured troubleshooting to resolve issues related to hardware, software, printing, connectivity, and authentication. * Resolve incidents and ServiceNow requests with strong SLA discipline, ensuring clear communication, accurate documentation, and appropriate prioritization. * Manage multiple resolver groups (Client Support, Warehouse Support, etc.), ensuring proper ticket routing, escalation, and collaboration across support teams. * Execute Major Incident escalation procedures by identifying highimpact events, notifying stakeholders, and coordinating with engineering teams to restore service. * Support new hire onboarding through device preparation, account setup, and Day One readiness to ensure a smooth and positive user experience. * Provide professional walkup support for employees and guests, maintaining a customer-focused approach to quickly address immediate needs. * Create and update knowledgebase articles, troubleshooting guides, and process documentation to support user self service and internal team continuity. * Assist with office and workstation transitions by reconnecting equipment and ensuring technical readiness following moves or space changes. * Communicate clearly with users of all technical backgrounds to set expectations and ensure they understand resolutions and next steps. Hardware & Asset Management: * Install, configure, repair, and maintain end user hardware including laptops, desktops, monitors, and peripherals to ensure reliable daily operation. * Support hardware deployment initiatives, refresh cycles, and rollout projects by coordinating imaging, distribution, and post deployment validation. * Perform device lifecycle tasks such as wiping, reimaging, pre-provisioning, and redeployment while adhering to security and compliance requirements. * Fulfill ServiceNow catalog requests for approved hardware and peripherals, and provide setup assistance when users receive new equipment. * Conduct ongoing inventory audits to reconcile stock, maintain accurate asset records, and support compliance and forecasting requirements. * Manage asset reclamation, hardware returns, and device shipping/receiving using strict chain of custody procedures for tracking and accountability. * Maintain up-to-date asset information in ServiceNow, ensuring accurate tracking of device status, location, and ownership throughout the lifecycle. * Support legal hold procedures through careful device handling, data preservation steps, and preparing systems for forensic review. * Identify recurring hardware issues and escalate patterns to support improvements in device reliability and lifecycle planning. Networking: * Monitor the sites network performance to identify outages, degradation, or environmental risks that could affect operations. * Assist with switch configurations, including port activation, VLAN assignments, labeling, and basic portlevel troubleshooting in coordination with network engineering. * Support network hardware refreshes by assisting with installation, structured cabling, labeling, decommissioning old devices, and verifying connectivity. * Manage wireless access points by monitoring coverage, addressing connectivity issues, and escalating systemic problems when appropriate. * Maintain UPS systems supporting networking and critical infrastructure by performing routine checks, monitoring battery health, and ensuring systems operate correctly. * Maintain MDF/IDF rooms to ensure they remain organized, properly cooled, and operationally ready, including monitoring environmental conditions. * Uphold structured cable management standards to improve reliability, simplify troubleshooting, and support future capacity needs. * Document network device locations, layouts, and patching information to support operational continuity and planning. Site Responsibilities: * Manage the badge access system, including badge creation, permission changes, access removal, and troubleshooting in alignment with physical security policies. * Maintain the sites security camera system through basic maintenance, user access management, and coordinating footage retrieval with security partners. * Provide A/V support for meeting spaces by ensuring equipment readiness, assisting with setups, and troubleshooting issues to maintain meeting continuity. * Manage digital signage displays by publishing approved content, updating layouts, and ensuring stable and accurate operation. * Serve as an onsite technology steward by identifying risks, partnering with remote support teams, and ensuring the overall stability and continuity of technical operations. * Maintain a strong customer focused presence and act as a trusted onsite resource for leadership and employees. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [SwiftUI In Production](https://www.wearedevelopers.com/videos/134-swiftui-in-production) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Why SmartGit Is More Than a Git Client](https://www.wearedevelopers.com/magazine/689-why-smartgit-is-more-than-a-git-client)