Description
Job Requisition: IT Desktop Support Liaison
Position Summary
The IT Desktop Support Liaison is the hands-on, face of IT for employees supporting Alliance across our 9 field locations and headquarters. This role owns the new-hire technology experience, so every employee has a configured device, working accounts and the right access on day one.
The Liaison configures and deploys laptops and desktops, resolves hardware and software issues in person and remotely, and serves as the bridge between site staff and the central IT team. The ideal candidate is a strong troubleshooter, a clear communicator with non-technical users, and comfortable spending time on the road.
Key Responsibilities
New Employee Onboarding
- Coordinate with HR and hiring managers to prepare devices, accounts, email, and system access before each new hire's start date
- Deliver day-one technology orientation: device setup, MFA enrollment, printing, collaboration tools and how to request IT help
- Manage offboarding: recover equipment, wipe and reissue devices, and confirm access is removed
- Maintain onboarding checklists and continuously improve the new-hire IT experience
Laptop and Desktop Configuration
- Image, configure, and deploy new laptops, desktops, docking stations, monitors and peripherals to company standards
- Enroll devices in endpoint management (e.g., Microsoft Intune / Autopilot, SCCM) and apply security baselines
- Migrate user data, profiles and settings during hardware refreshes and replacements
- Maintain accurate asset inventory and spare-equipment stock at headquarters and each site
Hardware and Software Support
- Serve as Tier 1–2 support for desktops, laptops, printers, mobile devices, conference-room AV and peripherals
- Install, update and troubleshoot operating systems and business applications
- Diagnose basic network connectivity issues (LAN, Wi-Fi, etc.) and escalate to infrastructure teams as needed
- Log, prioritize, update and close tickets in the service desk system within SLA
- Write and maintain knowledge-base articles and how-to guides for end users
Site Liaison and Travel
- Visit headquarters and all 9 sites on a regular rotation to provide in-person support
- Act as an IT point of contact for site managers; gather needs, report recurring issues and communicate IT changes
- Support site moves, adds and changes, equipment refresh projects and technology rollouts
- Respond on-site to urgent issues that cannot be resolved remotely
Required Qualifications
- 3–5 years of desktop support, field support or IT service desk experience in a corporate, multi-site environment
- Hands-on experience imaging, configuring and deploying Windows 10/11 laptops, MacBooks, and desktops
- Working knowledge of Microsoft 365, Active Directory / Entra ID account administration and endpoint management tools
- Proven ability to troubleshoot hardware, software, printers, mobile devices and basic networking
- Experience with a ticketing system (e.g., ServiceNow, Jira Service Management, Freshservice)
- Strong customer service skills; able to explain technical issues clearly to non-technical staff
- Self-directed and organized; able to manage priorities across multiple locations with minimal supervision
- Valid driver's license, clean driving record and reliable transportation
- Ability to lift and carry up to 50 lbs (computers, monitors, peripherals)
- High school diploma or equivalent required
Preferred Qualifications
- Associate's or bachelor's degree in Information Technology or a related field
- CompTIA A+, Network+ or Microsoft 365 Certified: Endpoint Administrator Associate
- Experience with Intune / Autopilot zero-touch provisioning
- macOS and iOS / Android device support experience
- Experience supporting conference-room AV and VoIP phone systems
- Prior experience running hardware refresh or technology rollout projects
Travel and Working Conditions
- Regular travel between headquarters and 9 sites, estimated at 30-40% of working time
- Personal vehicle use with monthly travel stipend per company policy, or company vehicle
- Standard schedule Monday–Friday, 8:00 AM–5:00 PM ET; occasional early, late or weekend work for deployments and urgent issues
- Work involves standing, bending, crawling under desks and lifting equipment
Background Check Requirement: Employment is contingent upon the successful completion of a background check, which may include verification of employment history, education, criminal records, and other relevant information as permitted by law.