Helpdesk Technician / Desktop Technician (A+ Certified)

Job Title: End-User Support Specialist

Job Type: Contract 7 Months

Job Mode: Onsite

Shift timings: Monday – Friday, 8 AM – 5 PM

Location: Peoria, IL 61602

Introduction

To provide IT staff augmentation services for an End-User Support Specialist position. The selected vendor will provide a highly skilled individual to supplement our existing IT team and assist in supporting our end-user computing environment.

Position Objective

The End-User Support Specialist will provide comprehensive technical support to end-users across the organization. This includes troubleshooting hardware and software issues, configuring and maintaining desktop systems, and ensuring the security and performance of the end-user computing environment.

Scope of Work

• The End-User Support Specialist will be responsible for the following:

End-User Support:

• Provide Level 1 and Level 2 support for desktop systems, software applications, and peripherals.
• Diagnose and resolve hardware, software, and network issues for end-users.
• Respond to tickets and service requests within established SLAs.

Desktop Management:

• Install, configure, and maintain desktop hardware and software, including operating systems and applications.
• Deploy and manage devices using enterprise tools such as SCCM, Intune, or similar platforms.
• Image, configure, and deploy computers and other devices for new users or upgrades.
• Perform regular updates, patches, and upgrades on desktop systems.
• Ensure antivirus, endpoint protection, and system security are up to date and functioning effectively.
• Monitor desktop system performance and identify potential issues proactively.

Documentation and Training:

• Maintain detailed documentation of configurations, changes, and support requests.
• Create user manuals and guides for common tasks and procedures.
• Provide training to end-users on system use and best practices.
• Assist with onboarding new employees by setting up and training them on their desktop systems.

Collaboration and Teamwork:

• Work closely with the IT team to ensure alignment of desktop systems with broader IT infrastructure.
• Assist in the implementation of IT projects related to desktop infrastructure.
• Contribute to team efforts and departmental objectives through various tasks as required.

Other Responsibilities:

• Maintains equipment inventory and assists with periodic physical inventory of hardware.

Environment and Scale:

• Number of Devices: 1,000
• Number of End Users: 800 /-

Required Skills and Qualifications:

Certifications:

• Must have certifications such as CompTIA A , and Microsoft Modern Desktop Administrator.

Technical Skills:

• Proficiency with Windows and Apple iOS operating systems.
• Knowledge of desktop imaging and deployment tools like SCCM, Intune, or similar.
• Experience with Active Directory and Group Policy.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).