Desktop Support Technician

The Desktop Support Technician role at ESP Global Services Limited provides day-to-day IT support for end users, covering Windows PCs, Macs, printers, mobile devices, desktop applications, and related hardware and software. The position is based onsite in Chicago, IL and works to resolve issues efficiently in line with customer SLAs.

Key Responsibilities

• Deliver in-person, phone, remote, and email support to users within supported departments.
• Maintain and update the ticketing system, including current status for all support requests.
• Keep the inventory system current with deployed computing asset details.
• Research, recommend, and order requested software and hardware for departments.
• Create and provision user accounts, email accounts, and required access for staff.
• Provide end-user problem resolution support for both Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform hardware and software upgrades as required.
• Support printing and other peripheral computing devices.
• Set up, install, and configure desktop hardware and software in accordance with internal controls, policies, and standards.
• Participate in identity and access management for various systems.
• Complete other IT support duties as assigned.

Required Experience and Qualifications

• 1 to 3 years of experience providing Helpdesk/Desktop Support or Field Services, including troubleshooting hardware, software, connectivity, and operating system issues.
• 1 to 3 years of experience supporting current Microsoft Windows Desktop software.
• 1 to 3 years of experience supporting DSS, multiple workstation OS (Windows, Mac), multiple mobile OS (Android, iOS), and areas such as networking and printing services.
• Experience fulfilling onboarding and offboarding requests, including setup of desktop/laptop/IPAD, installing screens and displays, patch port cabling, software configuration, and mobile setup.
• Experience supporting performance and resolving client-related issues.
• Understanding of network protocols, server hardware, and configurations.
• Self-motivated with the ability to learn and adapt to new changes or situations.
• Ability to communicate effectively with peers, line managers, stakeholders, and client end users.
• Comp IT (A+, Network+, Security+) or equivalent certification.

Tools, Equipment, and Physical Requirements

• Ability to lift or push 20 to 50 pounds of equipment if needed.
• Ability to stand or kneel for extended periods.
• Ability to use mechanical tools such as screwdrivers, wrenches, pliers, hammers, and drills.

Technologies

• Microsoft Windows
• Windows Desktop software
• macOS
• Android
• iOS
• DSS
• IPAD
• A+
• Network+
• Security+

Location and Compensation

Location: Chicago, IL (onsite). Salary: USD 50,000 to 52,000 per year. Minimum experience: 1 year.

Benefits

• Medical Insurance
• Vision & Dental plans
• PTO time
• On-site Paid Parking