IT Desktop Support Liaison

Alliance Health System•Matawan, NJ

12h

About The Position

The IT Desktop Support Liaison is the hands-on IT contact for employees at Alliance’s nine field locations and headquarters. The role owns the new-hire technology experience, ensuring employees have configured devices, working accounts, and appropriate access on their first day. It configures and deploys laptops and desktops, resolves hardware and software issues in person and remotely, and connects site staff with the central IT team. The Liaison coordinates onboarding and offboarding, provides day-one technology orientation, manages device configuration and deployment, and provides Tier 1–2 support for end-user technology. The role also maintains asset inventory and support documentation, visits sites on a regular rotation, and assists with site changes, equipment refreshes, technology rollouts, and urgent on-site issues. Travel between headquarters and nine sites is estimated at 30–40% of working time. The standard schedule is Monday–Friday, 8:00 AM–5:00 PM ET, with occasional early, late, or weekend work for deployments and urgent issues. The position requires a valid driver's license, clean driving record, reliable transportation, and the ability to lift and carry up to 50 pounds. Work may involve standing, bending, and crawling under desks. Employment is contingent upon successfully completing a background check.

Requirements

3–5 years of desktop support, field support, or IT service desk experience in a corporate, multi-site environment.
Hands-on experience imaging, configuring, and deploying Windows 10/11 laptops, MacBooks, and desktops.
Working knowledge of Microsoft 365, Active Directory / Entra ID account administration, and endpoint management tools.
Proven ability to troubleshoot hardware, software, printers, mobile devices, and basic networking.
Experience with a ticketing system such as ServiceNow, Jira Service Management, or Freshservice.
Strong customer service skills and ability to explain technical issues clearly to non-technical staff.
Self-directed and organized, with ability to manage priorities across multiple locations with minimal supervision.
Valid driver's license, clean driving record, and reliable transportation.
Ability to lift and carry up to 50 lbs.
High school diploma or equivalent.

Nice To Haves

Associate's or bachelor's degree in Information Technology or a related field.
CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator Associate certification.
Experience with Intune / Autopilot zero-touch provisioning.
macOS and iOS / Android device support experience.
Experience supporting conference-room AV and VoIP phone systems.
Prior experience running hardware refresh or technology rollout projects.

Responsibilities

Coordinate with HR and hiring managers to prepare devices, accounts, email, and system access before each new hire's start date.
Provide day-one technology orientation covering device setup, MFA enrollment, printing, collaboration tools, and how to request IT help.
Manage offboarding by recovering equipment, wiping and reissuing devices, and confirming access is removed.
Maintain onboarding checklists and improve the new-hire IT experience.
Image, configure, and deploy laptops, desktops, docking stations, monitors, and peripherals to company standards.
Enroll devices in endpoint management tools and apply security baselines.
Migrate user data, profiles, and settings during hardware refreshes and replacements.
Maintain accurate asset inventory and spare-equipment stock at headquarters and each site.
Provide Tier 1–2 support for desktops, laptops, printers, mobile devices, conference-room AV, and peripherals.
Install, update, and troubleshoot operating systems and business applications.
Diagnose basic network connectivity issues and escalate them to infrastructure teams as needed.
Log, prioritize, update, and close service desk tickets within SLA.
Write and maintain knowledge-base articles and end-user how-to guides.
Visit headquarters and all nine sites on a regular rotation to provide in-person support.
Act as an IT point of contact for site managers, gather needs, report recurring issues, and communicate IT changes.
Support site moves, adds and changes, equipment refresh projects, and technology rollouts.
Respond on-site to urgent issues that cannot be resolved remotely.