Desktop Support Specialist

Chase IT Global; Moline (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading IT services company is seeking a Desktop Support Engineer in Moline, Illinois. This role involves providing on-site technical assistance to ensure end-user productivity, troubleshooting hardware and software issues, and managing installations and device compliance checks. The ideal candidate will have a bachelor's degree in IT, at least 3 years of IT support experience, and strong customer service skills. Knowledge of ticketing systems and Windows OS is essential. This is a contract position.

Qualifications

• Minimum of 3 years of experience in desktop support or IT support.
• Experience in a large enterprise setting preferred.
• Familiarity with IT service management tools.

Responsibilities

• Provide on-site support to end-users for hardware and software issues.
• Manage installations, moves, adds, and changes (IMAC).
• Deliver hot-swap device replacements and hardware repairs.
• Administer the hardware asset pool for end-users.

Skills

Customer service skills

Communication skills

Problem-solving skills

Windows OS proficiency

Basic networking

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Microsoft 365

Active Directory

Job description

The Desktop Support Engineer will provide comprehensive on-site support for customers, delivering both proactive and responsive technical assistance to maintain and optimize end-user productivity. This role focuses on executing a broad range of IT support services, including hardware and software troubleshooting, installations, configurations, and upgrades, as well as maintaining compliance with customer IT standards and policies. The engineer will work closely with the ESP team to ensure seamless service delivery, continuous improvement, and user satisfaction across various Infosys locations.

Responsibilities

• Provide on-site support to end-users, ensuring timely resolution of incidents and service requests related to hardware, software, network connectivity, and peripherals.
• Execute Installations, Moves, Adds, and Changes (IMAC) for desktops, printers, network devices, and meeting room technology, coordinating with ESP and Infosys as needed.
• Deliver desk-side orientation for end-users and support on basic usage of hardware and software.
• Resolve incidents and service requests in line with established service levels for hardware, software, and network connectivity.
• Troubleshoot and manage break/fix issues, perform hands‑on support for servers and network equipment, and coordinate repairs to minimize user downtime.
• Manage user connections to Infosys network resources, providing assistance irrespective of user location.
• Operate and manage walk‑up service centres, offering end-users a consumer‑style support experience with direct, face‑to‑face assistance.
• Provide hot‑swap device replacements, hardware repairs, system tune‑ups, and device refresh services for walk‑up users.
• Assist with device and accessory installations, software updates, and perform device compliance checks per Infosys standards.
• Deliver high‑touch support for VIP users, including extended support hours, rapid incident response, and specialized technical assistance tailored to VIP requirements.
• Maintain direct communication with VIP users via phone or email to provide real‑time support as required.
• Administer the hardware asset pool to ensure availability of spare parts and equipment for end‑users.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience, preferred.
• Minimum of 3 years of experience in desktop support, IT support, or field services, ideally in a large enterprise setting.
• Proficiency with Windows OS, basic networking, hardware troubleshooting, and enterprise software.
• Strong customer service, communication, and problem‑solving skills.
• Familiarity with IT service management tools and practices (e.g., ticketing systems, SLAs).
• Experience supporting VIP users and managing on‑site service centres is a plus.
• Multilingual capabilities, especially in English and the local language, preferred.

Knowledge and Experience

• ServiceNow (preferred), but experience and knowledge in other ticketing systems is acceptable (e.g., Zendesk, Jira, Zoho Desk).
• Microsoft 365
• MFA and SSO
• Active Directory basic administration
• SCCM image and update deployment

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting