Desktop Support Specialist

TEKsystems•Waukesha, WI

3d•$30 - $34•Onsite

About The Position

The Tier 2 IT Desktop Support Specialist provides advanced technical support for end-user computing, hardware, software, and manufacturing-floor technology. This role serves as an escalation point for Tier 1 issues and works closely with infrastructure, network, and security teams to ensure reliable IT services across office and production environments. The ideal candidate has strong troubleshooting skills, experience supporting Windows-based environments, and comfort working in a fast-paced manufacturing setting where uptime is critical. Desktop & End-User Support Provide Tier 2 support for desktop, laptop, tablet, and mobile device issues (Windows-focused). Troubleshoot and resolve complex hardware, software, and peripheral issues escalated from Tier 1. Support Microsoft Windows OS, Microsoft 365, Outlook, Teams, OneDrive, and standard business applications. Image, deploy, configure, and maintain desktops and laptops using standard build processes. Support printers, barcode scanners, label printers, and other manufacturing-floor peripherals. Manufacturing & Shop Floor Support Provide onsite technical support for production-floor systems, including: Workstations used for manufacturing, quality, and inventory systems HMIs, thin clients, or industrial PCs (as applicable) Coordinate with engineering, production, and operations teams to minimize downtime. Respond quickly to IT incidents that impact manufacturing operations. Systems, Accounts & Access Manage user accounts, permissions, and group policies in Active Directory. Assist with onboarding and offboarding processes (hardware setup, account provisioning, access control). Support secure remote access solutions (VPN, MFA, remote desktop tools). Incident, Problem & Asset Management Document incidents, requests, and resolutions in the IT service management (ITSM) system. Identify recurring issues and assist in root cause analysis and long-term fixes. Track and manage IT assets, including inventory, lifecycle, and replacements. Collaboration & Continuous Improvement Act as an escalation resource and mentor for Tier 1 support staff. Work with infrastructure, network, security, and third-party vendors as needed. Contribute to IT documentation, knowledge base articles, and standard operating procedures. Participate in technology refreshes, upgrades, and IT projects.

Requirements

3–5 years of hands-on IT Desktop or End-User Support experience (Tier 2 level or equivalent).
Strong troubleshooting experience with:
Windows 10/11
Microsoft 365
Active Directory and Group Policy
Intune
Sharepoint
Scripting
Azure Environment Familiarity
Network Connectivity Issues
Experience supporting hardware (desktops, laptops, printers, peripherals).
Familiarity with ticketing systems and ITIL-based support processes.
Ability to work onsite in a manufacturing environment (office + shop floor).
Strong customer service and communication skills.

Nice To Haves

Experience supporting IT in a manufacturing or industrial environment.
Knowledge of networking fundamentals (DHCP, DNS, TCP/IP).
Experience with endpoint management tools (Intune, SCCM, or similar).
Familiarity with industrial systems, ERP/MES interfaces, or production software.
A+, Network+, or Microsoft certifications (or equivalent experience).

Responsibilities

Provide Tier 2 support for desktop, laptop, tablet, and mobile device issues (Windows-focused).
Troubleshoot and resolve complex hardware, software, and peripheral issues escalated from Tier 1.
Support Microsoft Windows OS, Microsoft 365, Outlook, Teams, OneDrive, and standard business applications.
Image, deploy, configure, and maintain desktops and laptops using standard build processes.
Support printers, barcode scanners, label printers, and other manufacturing-floor peripherals.
Provide onsite technical support for production-floor systems
Coordinate with engineering, production, and operations teams to minimize downtime.
Respond quickly to IT incidents that impact manufacturing operations.
Manage user accounts, permissions, and group policies in Active Directory.
Assist with onboarding and offboarding processes (hardware setup, account provisioning, access control).
Support secure remote access solutions (VPN, MFA, remote desktop tools).
Document incidents, requests, and resolutions in the IT service management (ITSM) system.
Identify recurring issues and assist in root cause analysis and long-term fixes.
Track and manage IT assets, including inventory, lifecycle, and replacements.
Act as an escalation resource and mentor for Tier 1 support staff.
Work with infrastructure, network, security, and third-party vendors as needed.
Contribute to IT documentation, knowledge base articles, and standard operating procedures.
Participate in technology refreshes, upgrades, and IT projects.