Desktop Support Technician - 25.00/hr on W2 + Benefits

Service Global, Inc.; Norwood (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Service Global, Inc. is seeking a skilled Desktop Support Technician to manage incidents across hardware, software, and connectivity for desktop devices at client sites.

The role covers imaging, patching, and lifecycle management of desktops, with VIP deskside support provided when needed. The ideal candidate has 3–5 years in a corporate IT environment, practical experience with SCCM, Intune, AD, and BitLocker, plus knowledge of ITIL processes and MAC support.

Qualifications

• Experience configuring and imaging Windows 11 machines.
• 3–5 years of desktop support experience.
• Proficiency with SCCM, Software Center, and imaging.
• Experience with Intune, AD, and BitLocker.
• MAC device support experience preferred.
• Familiarity with ITIL incident/change/problem processes.
• Bachelor’s degree preferred; AA/electronics degree required.

Responsibilities

• Resolve desktop hardware, software, and connectivity incidents.
• IMAC and deskside support management.
• Maintain desktop lifecycle, hardware replacements, and images.
• Provide VIP deskside support at customer sites.
• Monitor security profiles and anti-virus compliance.
• Coordinate with vendors and service management tools.

Skills

Windows 10/11

Imaging Windows 11

SCCM

Intune

Active Directory

BitLocker

Outlook

Humanscale

ServiceNow

EUC tools

Remote support

MS Office

VPN

Mobile device support

ITIL

Education

Associate degree in electronics

Bachelor’s degree preferred

Tools

SCCM

ServiceNow

PXE boot

Job description

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard- and soft-break fix services for laptops and desktops.
• Provide Conference room support, Remote Desktop support and Event Support at the customer location
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (field user) devices for their entire lifecycle (including the remote management of desktop devices using appropriate tools).
• Support, manage, optimize, and maintain the configuration and installation of the desktop to include, but not be limited to, patch updates and hardware replacements with spares provided by the vendor.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through resolution.
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
• Provide VIP support for deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

Requirements:

• Knowledge and experience on Windows 10/11 OS.
• Experience in imaging Windows 11 imaging/reimaging experience using Pxe boot.
• Worked on software installation using SCCM, Software Center, and manually.
• Needed hands-on experience replacing batteries and working with Dell technicians on hardware break-fix.
• Experience using Intune, AD, BitLocker.
• Experience in Outlook administration.
• Experience in Humanscale troubleshooting.
• Experience working in places that are engineering firms, large companies.
• Minimum 3-5 years of experience.
• Good to have knowledge in AD and smart hands-and-feet support.
• Good to have knowledge and experience of supporting MAC devices and tablets
• Experience with Service management tool—e.g., ServiceNow
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• It is preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management
• Associate degree (A.A.) or equivalent from a three-year college or technical school with an emphasis in electronics is required; Bachelor's Degree preferred.