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Desktop Support Technician

TekWissen LLC

Longmont, CO

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JOB DETAILS
SALARY
$24.34–$24.34
SKILLS
Access Control, Administrative Skills, Analysis Skills, Android, Cisco Network Systems, Communication Skills, CompTIA A+, Computer Science, Computer Security, Computer Workstations, Configuration Management, Cost Control, Customer Relations, Customer Service Evaluation, Customer Service Management, Customer Support/Service, Data Quality, Desktop Administration, Desktop PC, Detail Oriented, Diversity, Documentation, Endpoint Security, Establish Priorities, File Systems, Hardware Administration, Hardware Repair, Help Desk, IT Service Management (ITSM), Identify Issues, Incident Response, Information Technology & Information Systems, Knowledge Base, Laptop PC, MCP - Microsoft Certified Professional, Mac Operating System, Microsoft Active Directory, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Microsoft Word, Mobile Devices, Operational Support, Organizational Skills, Password Security, Peripheral Hardware, Presentation/Verbal Skills, Preventative Maintenance, Printers, Problem Solving Skills, Procedure Development, Security Policy, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Installation, Standard Operating Procedures (SOP), Standards Development, System Center Configuration Manager (SCCM), Technical Support, Telecommunications Equipment, Telephony, Testing, Time Management, VoIP (Voice over IP), Workforce Management, Writing Skills, iOS
LOCATION
Longmont, CO
POSTED
8 days ago
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Title: Desktop Support Technician
Work Location: Longmont, CO, 80503
Duration: 12 Months
Job Type: Temporary Assignment
Work Type: Onsite
About Our Organization:
  • The mission of the End User Services organization is to enable the success of client employees by providing exceptional services that set the standard for customer service, quality, professionalism, business technology and cost optimization.
  • End User Services is part of the Corporate Information Technology organization.
Job Description:
  • 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.
  • Provide walk-up service counter support, interacting directly with users to diagnose and resolve common issues; deliver professional customer service and set 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; complete repairs, part swaps (as applicable), and reimage/redeploy devices per documented procedures.
  • Follow defined processes, checklists, and testing/validation steps to ensure high-quality work and minimal disruption to end users.
  • Install, configure, and support approved application software and updates as directed by Corporate IT, following standard deployment procedures.
  • Perform routine maintenance and basic preventive tasks (e.g., updates, standard health checks) and identify repeating issues; document observations and escalate trends as needed.
  • Install, configure, analyze, resolve, and repair common hardware and software issues involving Windows and macOS endpoints; collect required diagnostics and escalate complex issues per SOP.
  • Provide desktop support within defined standards, access levels, and procedures; coordinate with senior technicians and resolver groups for issues outside of scope or requiring elevated permissions.
  • 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 resolve/close assigned cases in the designated ticketing system in accordance with SLAs.
  • Communicate with customers, peers, and management regarding case status, next steps, and escalation paths; provide clear updates and expected timelines.
  • Troubleshoot common software, hardware, and connectivity issues by isolating symptoms, applying known fixes, and collecting logs/diagnostics; escalate issues requiring deeper root-cause analysis or backend changes.
  • Provide support for conference room and collaboration technology (projectors, displays, telephony, sound systems, and conferencing tools such as Teams and Zoom), including basic setup and incident response during meetings.
  • Complete administrative tasks that support efficient team operations (e.g., ticket hygiene, inventory/asset updates, equipment checkout/returns, basic documentation/KB updates, and other duties assigned by the Desktop Support Supervisor).
Your Experience Includes:
  • Install, configure, and troubleshoot standard desktop and laptop systems; perform reimage/redeploy tasks using MDT and documented imaging/checklist procedures.
  • Strong organizational skills (attention to detail, flexibility, prioritization, and time management) to manage a ticket queue and walk-up support.
  • Excellent verbal and written communication skills to explain technical concepts clearly, provide status updates, and set user expectations.
  • Document incidents and requests from intake through closure in an ITSM/ITAM tool (e.g., Freshworks or ServiceNow), including troubleshooting steps, outcomes, and customer communication.
  • Proficiency supporting Windows 11 and macOS endpoints, plus iOS and Android mobile devices, using standard support procedures.
  • Working knowledge of Microsoft Active Directory (basic account/group tasks as permitted; follow access controls and escalate requests outside of scope).
  • Experience supporting endpoint security controls such as BitLocker (verify status, support standard recovery processes, and follow corporate security policy).
  • Experience supporting collaboration/telephony solutions (e.g., Teams/Zoom calling and Cisco VoIP), including troubleshooting headsets and common meeting-audio issues.
  • Recommend standard hardware options and accessories based on documented standards; escalate non-standard requests for approval.
  • Apply structured troubleshooting and critical thinking to isolate issues, validate fixes, and capture required logs/diagnostics before escalation.
  • Experience providing onsite and remote support using tools such as Bomgar and Teams; familiarity using Microsoft Configuration Manager (ConfigMgr/MECM) for approved software installs and common deployment troubleshooting.
Preferred Experience:
  • Experience using MECM/ConfigMgr features such as Software Center, basic client health checks, and log review to support endpoint deployments.
  • Preferred: 3+ years of experience in a customer-facing desktop/end-user support role, handling walk-up and ticket-based support with a service mindset.
  • Broad working knowledge of Microsoft 365 applications and services (Word, Excel, PowerPoint, Outlook, SharePoint, Teams, OneDrive, Forms, Stream, Planner/Tasks, and OneNote).
  • Follow standard operating procedures and contribute to knowledge sharing (basic documentation/KB updates), and complete other tasks as assigned by the IT Desktop Support Supervisor.
About This Role:
  • This position is full-time and reports to the IT Desktop Support Supervisor in Longmont, Colorado.
Educational Requirements:
  • Associate Degree in Computer Science, Information Technology or a related field or its equivalent, plus 3 years' experience.
  • Relevant Technical Certifications such as A+, MCP or HDI preferred.
TekWissen Group is an equal opportunity employer supporting workforce diversity.

About the Company

T

TekWissen LLC

WE THE TEKWISSEN PEOPLE

TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.

To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.

Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.

It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.

Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.



COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
2009
WEBSITE
http://www.tekwissen.com/

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