Desktop Support Technician

Catapult Solutions Group; Tucson (AZ); In loco; USD 31.000 - 44.000; Tempo pieno

Descrizione del lavoro

Catapult Solutions Group is seeking a Desktop Support Technician II for onsite, Level 2 support in Tucson, AZ. The role includes hardware troubleshooting, asset management, and Weekend coverage for peak periods.

The ideal candidate has 5+ years of end-user support in a fast-paced corporate setting, strong ServiceNow experience, and solid knowledge of Mac and Windows devices. Availability for weekend coverage is required.

Competenze

• 5+ years end-user technical support experience in a fast-paced corporate or enterprise environment.
• Strong technical knowledge of Mac and Windows laptops and desktops.
• Advanced knowledge of ServiceNow, including ticket management, queue management, and the Asset Management module.
• Experience with Google Workspace (Gmail, Sheets, Docs, Slides).
• Ability to work onsite in Tucson, AZ and provide weekend coverage.

Mansioni

• Provide Level 2 technical support and front-line walk-up assistance to onsite customers and employees.
• Support company-issued laptops and desktops, including software installations, hardware troubleshooting, system configuration, and issue resolution.
• Diagnose and troubleshoot issues across macOS and Windows devices.
• Perform root cause analysis to identify and resolve computer-related issues.
• Configure and troubleshoot wired and wireless network connectivity.
• Provide technical assistance and training to system users.
• Support the Live Expert program with ongoing technical troubleshooting and hardware maintenance.
• Manage break/fix activities including triage, repairs, vendor coordination, and ticket resolution.
• Troubleshoot and resolve hardware-related escalations within timelines.
• Assist with retail location hardware deployments and refresh activities.
• Use ServiceNow to manage support requests, monitor queues, escalate issues, and document resolutions.
• Investigation and asset management inquiries related to Legal and Compliance.
• Coordinate end-of-life processing for devices and asset disposal.

Conoscenze

Mac and Windows support

End-user support

ServiceNow knowledge

Google Workspace

Customer service

Ticketing/queue management

Formazione

Bachelor’s degree or 5+ years experience

Strumenti

ServiceNow

Google Workspace

Descrizione del lavoro

Location: Tucson, AZ – Onsite, Monday–Friday (work-from-home weekend coverage required)

Employment Type: Contract

About Our Client

Our client is a publicly traded financial technology company founded in 1983 and headquartered in California. For more than four decades, the company has developed financial software and services that help consumers and small businesses manage their finances, and it serves customers around the world. Guided by a mission to power prosperity around the world, the company works to solve important financial problems for the customers and communities it serves.

This opportunity is with the company’s technology support team in Tucson, Arizona, which supports the Live Expert program and the company’s retail locations by providing hands‑on technical support, hardware troubleshooting, and equipment lifecycle management for employees and customers onsite.

Job Description

The Desktop Support Technician II is an onsite, Level 2 support role that combines hands‑on technical support, hardware troubleshooting, break/fix services, device refreshes, system testing, and root cause analysis. Day to day, this person will provide front‑line walk‑up support, troubleshoot Mac and Windows devices, coordinate manufacturer repairs, and manage assigned support queues in ServiceNow.

This role supports the Live Expert program and the company’s retail programs and locations, including hardware deployments for retail location buildouts. The position also includes IT asset management and equipment lifecycle support, as well as weekend coverage during critical peak‑season operations.

The ideal candidate has strong desktop support experience, advanced ServiceNow knowledge, and excellent troubleshooting skills, and can deliver high‑quality technical support to both technical and non‑technical users in a fast‑paced environment.

Duties and Responsibilities

• Provide Level 2 technical support and front‑line walk‑up assistance to onsite customers and employees.
• Support company‑issued laptops and desktops, including software installations, hardware troubleshooting, system configuration, and issue resolution.
• Diagnose and troubleshoot issues across macOS devices, Windows laptops, and Windows desktops.
• Perform root cause analysis to identify and resolve computer‑related issues.
• Configure and troubleshoot wired and wireless network connectivity.
• Provide technical assistance and training to system users.
• Support the Live Expert program with ongoing technical troubleshooting, hardware maintenance, and testing of hardware and system configurations.
• Manage break/fix activities, including initial triage, hardware repairs, vendor coordination, warranty management, and ticket resolution.
• Troubleshoot and resolve hardware‑related escalations within appropriate timelines.
• Assist with retail location buildouts, technology deployments, hardware installations, replacements, and refresh activities.
• Troubleshoot and resolve retail equipment issues, test retail hardware and configurations, and coordinate ongoing maintenance for supported retail locations.
• Use ServiceNow to manage support requests and incidents, monitor assigned queues, handle escalations, and document issue resolutions.
• Perform IT asset management activities, including hardware inventory tracking, device lifecycle management, and asset documentation, using ServiceNow’s asset management module.
• Investigate asset management inquiries related to Legal and Compliance.
• Troubleshoot returned devices, assess equipment condition, and prepare devices for end‑of‑life processing.
• Coordinate equipment disposal through established eWaste procedures and maintain accurate asset records throughout the equipment lifecycle.
• Manage multiple support requests and competing priorities, and support technical operations during peak business periods.
• Provide weekend technical support coverage (work‑from‑home) as required.
• Assist with additional departmental responsibilities as assigned.

Required Experience/Skills

• 5+ years of end‑user technical support experience in a fast‑paced corporate or enterprise environment (or a Bachelor’s degree).
• Previous experience in Desktop Support, IT Support, or Information Systems (IS) Technician roles.
• Strong technical knowledge of Mac and Windows laptops and desktops.
• Experience diagnosing and resolving hardware and software issues, with the ability to triage technical problems and perform hardware repairs.
• Advanced knowledge of ServiceNow, including ticket management, queue management, and the Asset Management module.
• Experience with Google Workspace, including Gmail, Google Sheets, Google Docs, and Google Slides.
• Strong troubleshooting and root cause analysis skills.
• Ability to manage multiple tasks in a fast‑paced, queue‑driven environment.
• Experience supporting high‑volume or peak‑season technical operations.
• Excellent customer service, interpersonal, and written and verbal communication skills, including the ability to communicate effectively with technical and non‑technical users.
• Ability to work onsite in Tucson, Arizona, Monday through Friday.
• Availability to provide work‑from‑home weekend support coverage.

Education

Bachelor’s degree or 5+ years of end‑user technical support experience in a fast‑paced corporate or enterprise environment.

Pay & Benefits Summary

• $27.40/hr W2

Desktop Support | IT Support | Desktop Support Technician | Level 2 Support | ServiceNow | IT Asset Management | Hardware Troubleshooting | Mac and Windows | Tucson, AZ