Desktop Support Technician

TEKsystems•Birmingham, MI

9d•$28 - $30•Onsite

About The Position

We’re looking for a customer-focused Desktop Support Specialist to deliver high-quality end-user support in a 50% Windows / 50% macOS environment. You’ll be the face of IT for our employees and executives—troubleshooting issues, managing assets in ServiceNow, and serving as smart hands for our outsourced infrastructure team. Success in this role requires strong technical fundamentals, excellent communication, and a calm, service-first approach.

Requirements

3–5 years providing hands-on technical support in mixed Windows & macOS environments (roughly 50/50).
Strong experience supporting Microsoft 365, with emphasis on Outlook troubleshooting and configuration.
ServiceNow (or similar ITSM) experience, including ticketing, SLAs, and IT asset management.
Networking fundamentals: TCP/IP, LAN/WAN, Wi‑Fi; comfort acting as smart hands for network/infra tasks.
Soft skills: Exceptional communication, patience, and interpersonal skills; able to build trust and work effectively with executives and users at all levels.
Proven ability to manage priorities, document clearly, and follow through to resolution.

Nice To Haves

Experience with Intune and/or Jamf (device management), software packaging, or imaging tools.
Basic identity/access management familiarity (e.g., Azure AD/Entra ID).
Audio/Video and conference room support (Teams/Zoom).
Scripting basics (PowerShell, Bash) for automation.

Responsibilities

End-user support (Windows & macOS): Diagnose and resolve hardware/software issues, perform break/fix, imaging, upgrades, and peripheral support across laptops, desktops, and mobile devices.
Microsoft 365 / Outlook: Support Outlook (profiles, mail flow, OST/PST, shared mailboxes, calendaring), Teams, OneDrive, SharePoint, and Office apps—including configuration and basic admin tasks.
Executive & VIP support: Provide white-glove support to executive leadership and senior stakeholders; deliver clear, patient communication and proactive follow-up.
Incident & request management: Own tickets through completion in ServiceNow, meeting or exceeding SLAs; document troubleshooting steps and knowledge articles.
IT asset management: Track, update, and reconcile hardware and software assets in ServiceNow; coordinate device lifecycle (procurement, deployment, recovery, disposal).
Networking (smart hands): Perform basic network troubleshooting (TCP/IP, LAN/WAN, Wi‑Fi), port patching, and smart-hands tasks under guidance from the outsourced infrastructure team.
On/Offboarding & access: Prepare and deploy systems, configure user profiles, handle account setups, and ensure smooth day-one readiness.
Collaboration & process: Escalate issues appropriately, collaborate with vendors/infra teams, and suggest improvements to tools, documentation, and workflows.