Desktop Support Technician

Hydrogen Group; Normal (IL); On-site; USD 34,440 - 42,705; Full time

Job summary

A leading tech staffing company in Normal, IL seeks a Desktop Support Technician for a 6-month contract with an opportunity for full-time based on performance. The role involves troubleshooting technical requests and supporting users with desktops, laptops, and network services. Candidates should have 3+ years of desktop support experience, strong problem-solving skills, and the ability to communicate effectively with users.

Qualifications

• 3+ years in a Desktop Support role, handling ~50-75 tickets weekly.
• Experience with both Windows and macOS environments.
• Knowledge of wired/wireless networks and VPNs.

Responsibilities

• Coordinate, diagnose, and troubleshoot technical requests.
• Perform advanced troubleshooting across endpoints.
• Use ITSM tools to document all work performed.

Skills

Desktop Support experience

Problem-solving skills

Communication skills

Critical thinking

Education

High school diploma

Associate degree or equivalent work experience

Tools

ServiceNow

Microsoft Intune

Jamf

Job description

Overview

Desktop Support Technician — Location: Normal, IL (100% onsite). Duration: 6-month contract with potential for full-time conversion based on performance and business needs. Schedule: Monday–Friday, 7:00 AM – 5:00 PM (average 8 hours/day with 1 hour unpaid lunch). Pay: $25.00/hr – $31.00/hr.

Role Overview

The Desktop Support Specialist will coordinate, diagnose, and troubleshoot technical requests for both onsite and remote users. This role involves supporting employees with issues related to desktops, laptops, mobile devices, and network services. The ideal candidate will thrive in a fast-paced environment, demonstrate excellent problem-solving skills, and communicate effectively with both technical and non-technical users.

Key Responsibilities

• Use ITSM tools (e.g., ServiceNow) to document all work performed.
• Perform advanced troubleshooting of technology and applications across endpoints (laptops, desktops, kiosks, mobile devices, and tablets).
• Deploy, update, optimize, and troubleshoot Windows and macOS workstations using tools such as AutoPilot, Microsoft Intune, and Jamf.
• Provide hardware and software provisioning, including device check-in/check-out.
• Coordinate with IT teams to meet SLAs and deliver exceptional customer service.
• Explain technical solutions in clear, non-technical language to end users.
• Assist with setup, replacement, and movement of IT equipment (monitors, peripherals, etc.).
• Perform basic network troubleshooting (Wi-Fi and connectivity issues).

Required Qualifications

• Experience: 3+ years in a Desktop Support role within a fast-paced environment (handling ~50-75 tickets weekly).
• Technical Expertise:
  • Experience with both Windows and macOS environments.
  • Familiarity with IT management tools (Intune, Jamf, ConfigMgr).
  • Knowledge of wired/wireless networks, VPNs, collaboration tools (chat, video conferencing), and A/V systems.
  • Hands-on experience supporting Office 365, browsers, encryption software, antivirus solutions, VDIs, Active Directory, and shared drives.
  • Proficiency with ITSM/helpdesk tools (ServiceNow, Jira).
• Education: High school diploma required; associate degree or equivalent work experience preferred.

Preferred Skills

• Strong critical thinking and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks and manage a high workload effectively.
• Strong documentation and organizational skills.
• Customer-first mindset with a passion for providing outstanding support.
• Ability to work collaboratively with all levels of an organization, including executives and vendors.
• Tech-savvy with enthusiasm for learning new tools and technologies.
• Discipline to manage tickets and tasks consistently while minimizing distractions.