Desktop Support Technician

TEKsystems•San Diego, CA

3d•$25 - $32•Onsite

About The Position

The IT Desktop Support Technician is an important member of the IT Infrastructure team, providing customer-focused troubleshooting and technical support to end users. The role supports hardware, software, computer applications, mobile devices, and LAN-related issues, including installing, testing, maintaining, and troubleshooting end-user workstations and related equipment. Duties also include Active Directory user management, ticket handling, escalation of issues, and communication with customers and technical teams. The technician provides first-level and executive-level desktop support, works with Tier 3 support on server and network issues, and supports a Microsoft Windows environment that includes Active Directory and hosted M365. The role contributes to deployment and maintenance of client computers and applications, documentation and process improvement, compliance and cybersecurity alignment, and planned maintenance activities. This is a contract position based onsite in San Diego, California, with 10% travel and participation in an after-hours on-call rotation as necessary.

Requirements

Strong working knowledge of Microsoft Windows operating systems, including M365 support.
Strong customer service techniques in an IT environment.
Knowledge of the ITIL framework.
Knowledge of IT service management software, such as ServiceNow.
Proficiency in IT procurement processes and procedures.
Strong incident management skills and troubleshooting techniques.
Exceptional work ethic and time-management skills.
Ability to work independently and/or as part of a team.
Strong communication skills and commitment to customer service at the executive level.
Ability to travel 10% of the time and on short notice.
Ability to participate in an after-hours on-call rotation as necessary.

Responsibilities

Take initial telephone or service-ticket inquiries and troubleshoot or manage end-user hardware, software, and network problems.
Provide executive-level desktop support requiring a higher level of service.
Use Active Directory for user management and assign users to Group Policy Objects.
Respond to and support the resolution of server and network issues with Tier 3 support.
Provide first-level client support through the help desk ticketing system.
Recognize and escalate more difficult problems to Tier 3 support.
Support a Microsoft Windows environment, including the Windows stack, Active Directory, and hosted M365.
Use remote monitoring tools and call tracking to log and route tickets.
Image and deploy desktops and laptops for end users.
Create and maintain client-related documentation.
Participate in technology team meetings and provide onsite support for remote IT engineers.
Participate in the maintenance, updates, planning, and installation of client computers and application software.
Work with the business to build automated workflows and continuously improve processes.
Assist compliance and cybersecurity teams in aligning processes with regulatory requirements.
Facilitate deployment of new client computer systems and application integration to support business needs.
Assist with coordinating planned maintenance to ensure IT systems are implemented and maintained according to best practices with minimal business impact.
Assist in developing and maintaining processes, procedures, and system documentation according to industry best practices and regulatory requirements.
Travel 10% of the time, sometimes on short notice.
Participate in an after-hours on-call rotation as necessary for problem resolution and project management or installations.