Desktop Support Technician

Cypress HCM; Fairfield (OH); On-site; USD 46,000 - 54,000; Full time

Job summary

Cypress HCM is seeking a skilled Desktop Support Contractor for their team in Fairfield, Ohio. The role focuses on incident management, service request fulfillment, and hands-on support for hardware and software issues.

The ideal candidate will possess at least 3 years of desktop support experience, with strong skills in Windows systems and ITSM ticketing. This position involves configuring computers for new hires and maintaining documentation across the support process. Competitive pay is offered at $23-26/hr based on experience.

Qualifications

• 3+ years of experience in a desktop support role.
• Hands-on experience with Windows endpoint deployment.
• Proficiency in Windows 10/11 administration and configuration.

Responsibilities

• Provide hands-on deskside support for hardware, software, and peripheral issues.
• Manage and resolve incidents through BMC Helix.
• Configure and deploy Windows workstations for new hires.

Skills

Windows endpoint deployment

Troubleshooting hardware/software

ITSM ticketing platforms

Microsoft Intune

Education

A+ or equivalent certification

Job description

Pay: $23-26/hr (Compensation can vary depending on experience)

General Overview

We are seeking an experienced and motivated Desktop Support Contractor to join our IT support team. This role is responsible for incident work, service request fulfillment, and hands‑on support. This will primarily be focused on configuring new equipment for break/fix devices and overall software setups. The ideal candidate will be a proactive problem‑solver with strong technical expertise in Windows environments and modern enterprise tools.

Responsibilities

• Provide hands‑on deskside support to internal associates for hardware, software, and peripheral issues.
• Manage and resolve incidents and work orders through BMC Helix, maintaining accurate documentation throughout.
• Configure and deploy Windows workstations using Windows Autopilot and OSD (Operating System Deployment) for new hires and physical device refreshes.
• Support corporate refresh cycles and onboard new hire equipment (approximately 4-5 new hires and 3-4 refreshes per week).
• Troubleshoot and resolve day‑to‑day incidents at a volume of approximately 4-5 tickets per day.
• Escalate complex issues to technical SME’s, L3 teams, or vendor support as appropriate.
• Maintain accurate records of assets, incidents, and resolutions within the ticketing system.

Requirements

• 3+ years of experience in a desktop support role.
• Hands‑on experience with Windows endpoint deployment – Windows Autopilot and/or OSD experience strongly preferred.
• Proficiency with Windows 10/11 administration and configuration.
• Experience working within an ITSM ticketing platform (BMC Helix or similar).
• Strong diagnostic and troubleshooting skills for hardware, software, and peripherals.
• Comfortable working directly with vendors and managing open support tickets.
• Microsoft Intune experience is a plus.
• A+ or equivalent certification preferred.