Desktop Support Technician

Desktop Support Technician

Location: Longmont, CO

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract (Temp-to-Hire)
• Contract Duration: 12 months
• Pay Rate: $24.34 / Hour (USD)
• Shift / Schedule: Monday through Friday, 8:00 AM 5:00 PM. Schedule may change based on business needs.
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

As a Level 3 Desktop Support Technician, you will provide onsite and remote end-user support for standard hardware, software, and collaboration tools in accordance with defined standards and procedures. You will resolve common issues independently using documented processes and knowledge articles, thoroughly document work in the designated ticketing system, and escalate complex or non-standard issues to senior technicians or the appropriate resolver groups.

Key Responsibilities

• Provide walk-up service counter support, interacting directly with users to diagnose and resolve common issues while delivering professional customer service and setting clear expectations.
• Configure, deploy, maintain, troubleshoot, and support standard computer workstations, laptops, printers, mobile devices, and related peripherals/telecommunications equipment.
• Perform break/fix troubleshooting on standard endpoint hardware and software, including repairs, part swaps (as applicable), and reimaging/redeployment following documented procedures.
• Follow defined processes, checklists, and testing/validation procedures to ensure high-quality work with minimal disruption to end users.
• Install, configure, and support approved application software and updates as directed by Corporate IT.
• Perform routine maintenance and preventive tasks such as updates and standard health checks while identifying recurring issues and escalating trends when necessary.
• Install, configure, analyze, resolve, and repair common hardware and software issues involving Windows and macOS endpoints. Collect required diagnostics and escalate complex issues according to standard operating procedures.
• Provide desktop support within defined standards, access levels, and procedures while coordinating with senior technicians and resolver groups for issues outside the assigned scope.
• Maintain password security, data integrity, and file system security for supported endpoints by following corporate security policies and approved tools.
• Respond to customer issues in a timely manner, document troubleshooting steps and resolutions, and close assigned cases within established SLA guidelines.
• Communicate case status, next steps, escalation paths, and expected timelines to customers, peers, and management.
• Troubleshoot software, hardware, and connectivity issues by isolating symptoms, applying known fixes, collecting logs and diagnostics, and escalating issues requiring advanced analysis.
• Support conference room and collaboration technologies, including projectors, displays, telephony, sound systems, Microsoft Teams, and Zoom.
• Complete administrative tasks such as ticket maintenance, inventory and asset updates, equipment checkout/returns, basic documentation, knowledge base updates, and other duties assigned by the Desktop Support Supervisor.

Required Skills

• Experience installing, configuring, and troubleshooting desktop and laptop systems, including reimaging and redeployment using MDT and documented imaging procedures.
• Strong organizational skills with attention to detail, flexibility, prioritization, and time management to effectively manage ticket queues and walk-up support.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly and set user expectations.
• Experience documenting incidents and requests from intake through closure using an ITSM/ITAM system such as Freshworks or ServiceNow.
• Proficiency supporting:

- Windows 11 - macOS - iOS - Android

• Working knowledge of Microsoft Active Directory, including basic account and group management within assigned access levels.
• Experience supporting BitLocker encryption and standard recovery procedures while following corporate security policies.
• Experience supporting Microsoft Teams, Zoom, Cisco VoIP, headsets, and conference room collaboration technologies.
• Ability to recommend standard hardware and accessories based on documented corporate standards.
• Strong troubleshooting and analytical skills with the ability to isolate issues, validate fixes, and collect required diagnostics before escalation.
• Experience providing onsite and remote support using tools such as Bomgar and Microsoft Teams.
• Familiarity with Microsoft Configuration Manager (MECM/SCCM) for software deployment and endpoint support.

Preferred Skills

• Experience using MECM/ConfigMgr features such as:

- Software Center - Basic client health checks - Log review - Endpoint deployment support

• 3 years of experience in a customer-facing desktop/end-user support role, providing both walk-up and ticket-based support.
• Broad working knowledge of Microsoft 365 applications and services, including:

- Word - Excel - PowerPoint - Outlook - SharePoint - Teams - OneDrive - Forms - Stream - Planner/Tasks - OneNote

• Ability to follow standard operating procedures, contribute to knowledge sharing through documentation and knowledge base updates, and perform additional duties as assigned by the IT Desktop Support Supervisor.

Education Requirements

• Associate Degree in Computer Science, Information Technology, or a related field (or equivalent experience), plus 3 years of experience.
• Relevant technical certifications such as A+, MCP, or HDI are preferred.

Required Experience

• Experience installing, configuring, and troubleshooting desktop and laptop systems, including reimaging and redeployment using MDT and documented imaging procedures.
• Experience documenting incidents and requests from intake through closure using an ITSM/ITAM system such as Freshworks or ServiceNow.
• Experience supporting BitLocker encryption and standard recovery procedures while following corporate security policies.
• Experience supporting Microsoft Teams, Zoom, Cisco VoIP, headsets, and conference room collaboration technologies.
• Experience providing onsite and remote support using tools such as Bomgar and Microsoft Teams.

Nice-to-Have Experience

• 3 years of experience in a customer-facing desktop/end-user support role, providing both walk-up and ticket-based support.

Work Environment / Physical Requirements

• 100% Onsite Longmont, CO campus.
• The Longmont product-design campus is located against the foothills of the Rocky Mountains and offers:

- On-site cafeteria serving breakfast and lunch - Walking path around the campus - Recreational activities including ping-pong and volleyball

• Local candidates only.

Important Notes

• Local candidates only.
• Visa sponsorship is not available for this position.
• Reports to the IT Desktop Support Supervisor in Longmont, Colorado.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading data storage company committed to innovation, serving technology markets with solutions that support enterprise and consumer storage needs. Operating across multiple sites in the United States and internationally, the organization employs thousands of professionals including software engineers, IT support specialists, hardware engineers, and operations technicians who collaborate to deliver industry-leading products and services.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-09480

Industry: Information Technology