Desktop / Technical Support Engineer || NY/MA/VT/NH (onsite) || W2 Contract

Job Title: Desktop Support / Technical Support Engineer

Location: New York, NY / Lynn, MA / Rutland, VT / Hooksett, NH (Onsite Locals Only)
Job Type: W2 Contract
Experience: 8 Years

Job Summary:

We are looking for a skilled Desktop Support / Technical Support Engineer to provide onsite IT support, including hardware/software troubleshooting, system upgrades, network configurations, and end-user assistance. The ideal candidate must have a strong understanding of PC hardware, operating systems, Active Directory, O365, and ITIL processes.

Key Responsibilities:

• PC & Application Support:

  • Troubleshoot and support PCs, laptops, mobile devices, and peripherals.
  • Provide support for Windows 10/11, Mac OS, Android OS, MS Office, and network configurations.
  • Manage software installations, VoIP phone setups, and Wi-Fi configurations.
  • Support local and global applications, coordinating with second-level teams as needed.

• Hardware & Printer Support:

  • Install, configure, and upgrade desktops, laptops, printers, and network devices.
  • Troubleshoot hardware issues, coordinate with vendors for warranty repairs/replacements.

• User & Network Administration:

  • Manage Active Directory (AD), Group Policy, DNS, and Firewall settings.
  • Provide O365 and cloud-based application support.
  • Handle user account management and security settings.

• Incident & Problem Management:

  • Manage ticket queue, resolve issues within SLAs, and provide regular updates.
  • Ensure proper documentation (KB, SOPs) for troubleshooting procedures.
  • Follow ITIL best practices for problem resolution and escalation.

• Onsite & Event Support:

  • Provide IT support for onsite/offsite events, meetings, and disaster recovery situations.
  • Work closely with venue IT/AV contacts for smooth event execution.

• Collaboration & Communication:

  • Work with Level 3 support teams, IT teams, vendors, and senior management.
  • Maintain strong people skills to manage multiple stakeholders.

Must-Have Skills:

Strong PC hardware/software troubleshooting experience.
Experience with Active Directory, O365, Group Policy, and networking.
Ability to manage tickets, SLAs, and ITIL-based support processes.
Excellent communication and stakeholder management skills.
Experience supporting on-site and remote end-users.

Nice-to-Have Skills:

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