Desktop Support Technician

This position will sit at onsite but will support 5 sites. There will be occasional travel to the other 4 sites, up to an hour away (10-15%). Mileage will be reimbursed. There may also be occasional off hours in the evenings or weekends

Pay: $28.93/hour

Duration: 1 year to start with extensions/conversion based on performance and headcount approval.

Job Summary:
The Desktop Support Technician provides first-level IT support for end users within a manufacturing and business environment. This role is responsible for resolving desktop, laptop, mobile device, network, and peripheral issues while ensuring compliance with enterprise IT standards, cybersecurity requirements, and operational procedures. The technician serves as the primary customer-facing IT resource, supporting daily operations through ticket management, device deployment, troubleshooting, and routine system maintenance activities.

The position works under the guidance of the Site IT Lead and escalates complex infrastructure issues when necessary.

Key Responsibilities
End User Support
Serve as the first point of contact for IT support requests and walk-up support.
Troubleshoot hardware, software, printer, network, and connectivity issues.
Resolve incidents and service requests through the ticketing system.
Escalate complex technical issues to senior support personnel when required.
Provide exceptional customer service and end-user education.
Desktop and Device Deployment
Configure and deploy desktop computers, laptops, and manufacturing workstations.
Join devices to corporate domains and perform Active Directory account administration.
Install and validate required enterprise tools, including endpoint security and management software.
Configure network settings and user access permissions.
Support deployment and setup of mobile devices and enterprise mobility management solutions.
Assist users during equipment installations and replacements.
Endpoint Administration
Verify proper installation and functionality of endpoint management and security tools.
Assist with software updates, operating system updates, and patch management activities.
Maintain accurate device inventories and asset documentation.
Review and remediate endpoint compliance issues.
Basic Network Support
Troubleshoot connectivity issues involving network ports, switches, and wireless connections.
Assist with IP address management and network audits.
Support VLAN and subnet documentation efforts.
Escalate advanced network issues to site leadership or networking teams.
Security and Compliance
Follow and reinforce cybersecurity policies and device usage requirements.
Support endpoint security initiatives including antivirus and endpoint protection platforms.
Assist with user account reviews and device audits.
Help ensure systems remain compliant with enterprise standards and best practices.
System Maintenance and Audits
Perform periodic audits of:
Active Directory computer accounts
Device inventories
Backup coverage
Endpoint management systems
Security tool functionality
File share access permissions
Assist with documentation updates and infrastructure reviews.
Support backup verification and recovery testing activities.
Customer Education
Educate users on:
Manufacturing versus standard corporate device requirements
Mobile device management practices
Collaboration room technologies
Printing services and limitations
Corporate IT standards and procedures
Project Support
Assist with local IT projects and infrastructure upgrades.
Support equipment installations, moves, adds, and changes.
Execute assigned project tasks with direction from senior IT staff.

Qualifications:
Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
2+ years of desktop support or IT help desk experience.
Basic understanding of Windows operating systems, networking, and Active Directory is required.
Experience supporting end users in a manufacturing or enterprise environment is preferred.

Technical Skills:
Operating Systems
Windows 10/11
Windows Server (basic support)
Endpoint Technologies
Active Directory
Endpoint Deployment and Imaging
Device Configuration
Hardware Installation and Troubleshooting
Security and Management Tools
Tanium
CrowdStrike
Endpoint Security Best Practices
Backup and Recovery
Macrium Reflect
Basic Backup Verification
Networking Fundamentals
TCP/IP
DNS
DHCP
VLAN Awareness
Network Connectivity Troubleshooting
Collaboration and Mobility
Mobile Device Management (SOTI)
Zoom Rooms
Microsoft 365 Applications
Print Services
Core Competencies
Customer Service
Problem Solving
Technical Troubleshooting
Attention to Detail
Communication Skills
Time Management
Documentation
Teamwork
Continuous Learning
Adaptability

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