Desktop Support Technician II

Russell Tobin; Charlotte (NC); On-site; USD 57,308,000 - 71,635,000; Full time

Job summary

PrideGlobal is seeking a Desktop Support Technician for our client, a leading global technology company, in Charlotte, NC. The role focuses on high-touch service desk support for Mac and Windows environments with a heavier emphasis on Mac, and involves troubleshooting hardware, software, and enterprise apps while managing tickets in ServiceNow.

The ideal candidate will support executives and staff across the organization, perform workstation deployments and imaging, and maintain ticket

Qualifications

• 3-5 years of Service Desk and Desktop Support experience.
• Strong Mac and Windows troubleshooting in a Mac-heavy environment.
• Experience supporting executives, including C-level users.
• Experience with ServiceNow or another enterprise ITSM platform.
• Strong customer service and communication skills.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for Mac and Windows computers.
• Troubleshoot and replace laptop and desktop hardware.
• Build, configure, and deploy new workstations and laptops.
• Install, upgrade, and troubleshoot hardware and software on Windows and macOS systems.
• Support approximately 70% Mac and 30% Windows environments.

Skills

Mac & Windows

Executive support

Customer service

IT troubleshooting

Queue management

Education

Associate's degree in Computer Technology or related field

Tools

ServiceNow

Google Workspace

Slack

Zoom

Citrix

VDI

Job description

Our client, a leading global technology company, is seeking a Desktop Support Technician

Location: Charlotte, NC

Duration: 12 months

Employment Type: W2 Contract

Pay Range: $20-25/hr

Job Description

We are seeking an experienced Service Desk Analyst 2 / Desktop Support Technician to provide high-touch technical support to employees across a corporate computing environment. This role is ideal for a customer-focused IT professional with strong hands‑on experience supporting both Mac and Windows environments, with a heavier emphasis on Mac.

The successful candidate will troubleshoot hardware, software, operating system, connectivity, and enterprise application issues while managing tickets through ServiceNow. This position requires excellent communication skills, strong customer service, and the ability to work effectively with employees at all levels, including C-level executives.

Key Responsibilities

Desktop & Technical Support

• Provide Tier 1 and Tier 2 technical support for Mac and Windows computers

• Troubleshoot and replace laptop and desktop hardware

• Build, configure, and deploy new workstations and laptops

• Install, upgrade, and troubleshoot hardware and software on Windows and macOS systems

• Support approximately 70% Mac and 30% Windows environments

• Troubleshoot enterprise applications, email, printing, connectivity, networking, and remote access

• Provide support for mobile devices, including iOS and Android

Service Desk & Ticket Management

• Monitor and manage the IT support queue using ServiceNow

• Log, prioritize, assign, troubleshoot, and document incidents and service requests

• Investigate issues, identify root causes, and determine appropriate escalation paths

• Maintain detailed and accurate ticket documentation

• Follow established SLAs, SOPs, and escalation procedures

• Manage customer issues through resolution and provide proactive follow-up

Executive & Customer Support

• Provide high-touch, professional technical support to employees at all levels

• Support C-level executives and other senior leadership

• Deliver excellent face‑to‑face, phone, email, and remote support

• Communicate technical solutions clearly to both technical and non-technical users

• Demonstrate empathy, professionalism, and strong customer‑service skills

• Maintain positive relationships through consistent customer follow‑up

Hardware, Software & Asset Support

• Perform hardware upgrades, equipment replacement, and asset disposal

• Support hardware and software inventory processes

• Manage loaner equipment programs

• Perform new-hire setups, employee terminations, relocations, and workstation changes

• Support remote imaging and automated software updates

• Apply operating system and security updates to protect systems from malware and vulnerabilities

Knowledge & Continuous Improvement

• Research and resolve intermediate and complex technical issues

• Document technical solutions and contribute to knowledge‑base content

• Identify recurring issues and recommend preventive solutions

• Collaborate with engineering and other technical teams on escalated issues

• Participate in projects and complete assigned technical deliverables

• Share troubleshooting knowledge and best practices with team members

Qualifications

• 3-5 years of Service Desk and Desktop Support experience required

• Strong hands‑on experience supporting both Mac and Windows environments

• Experience supporting a Mac‑heavy corporate environment

• Experience providing technical support to executives/C-level users

• Experience with ServiceNow or another enterprise ITSM/ticketing platform

• Strong troubleshooting and problem‑solving abilities

• Experience supporting hardware, software, networking, email, printing, and connectivity

• Familiarity with macOS and Windows 10/11

• Working knowledge of Active Directory and wired/Wi‑Fi networking

• Familiarity with Exchange, software distribution, and enterprise technologies

• Experience with Google Workspace and collaboration tools such as Slack

• Strong customer service, communication, and interpersonal skills

• Ability to work independently and collaboratively in a fast‑paced environment

• Associate's degree in Computer Technology or related field, or equivalent experience preferred

Must‑Have Skills

• 3-5 years of Service Desk / Desktop Support experience

• Strong Mac and Windows troubleshooting experience

• Strong customer service and communication skills

• Hardware/software troubleshooting and workstation deployment

• Ability to manage and prioritize a technical support queue

Nice to Have

• Experience in a corporate walk‑up / face‑to‑face support environment

• ITIL v4, CompTIA, ACMT, or CCT certification

• Experience with Google Workspace / Google Sheets

• Experience with Slack and Zoom

• Experience supporting iOS and Android devices

• Knowledge of Citrix, VDI, or enterprise telephony platforms

• Experience creating or maintaining IT knowledge‑base documentation

• Experience partnering with Tier 3 engineering teams

Additional Information

• High‑touch corporate IT support environment

• Significant Mac support exposure (approximately 70%)

• Regular interaction with senior leadership and C-level executives

• Role requires strong cultural fit and customer‑service orientation

• Opportunity to work across desktop hardware, enterprise applications, networking, and ITSM technologies

#RTA

#RTA-zr

For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation. Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long‑term care facilities, in accordance with KRS 216.793.