Desktop Support Technician - II

Onsite Desktop Support opportunity in Evansville, IN for a 2-month project focused on end-user computing and hands-on device support in a warehouse and industrial environment. You will work onsite with a clear scope that includes SOE image deployment, hardware lifecycle handling, VIP desk-side support, and ServiceNow-based incident and asset/CMDB support.

What you’ll do

• Support and maintain the Standard Operating Environment (SOE) image for standard workplace devices according to customer standards, including manual SOE image installation when required.
• Manage the quality and timeliness of installs, moves, add, and changes (IMAC) for supported workplace devices and supported workplace software across customer sites.
• Provide incident resolution and onsite technical support for supported workplace devices, including dispatch and leveraging vendor warranty where possible.
• Deliver dedicated desk-side support for selected end users and provide 12x5 onsite VIP support at designated customer facilities, including higher-priority ticket handling for executive VIPs.
• Support VIP onboarding and offboarding activities, and cover VIP support at executive-level events at hotels and customer sites (example: board meetings and investor calls).
• Update the IT service management tool to reflect completion of service requests or resolution of incidents; provide onsite support for incidents if requested by L2/L3 teams.
• Perform hands & feet activities for current approved asset inventory including devices such as printers, mobile devices, tablets, laptops, scanners, and card readers.
• Maintain the asset management system by tracking device movement and deployment, including receiving new equipment, handling decommissioned equipment, and supporting soft asset disposal and coordination for hard asset disposal.
• Provide printer support including settings configuration, paper jam removal as first-line printer support, and coordinate third-party repairs with the customer-approved printer vendor.
• Handle conferencing equipment support in meeting rooms, including periodic health/sanity checks and escorting vendors to the conference room for break-fix as needed.
• Support lifecycle activities end to end, including inventory management, assisting with asset management and reporting, warranty support coordination using existing customer contracts, recovery, redeployment, preparation for disposal, and onsite equipment support while following customer processes and policies.
• Assist with image deployment to align with customer end-user computing requirements, including technology changes and refreshes (hardware, components, and software).
• Coordinate remote hands and feet with internal or third-party providers for end-user, network, and server issues, and integrate with service providers as applicable to support roadmap plans and technical issue resolution.

On your resume (requirements)

• 5 years of dedicated desktop support experience, not primarily help desk or remote-only.
• Lead or senior desktop and endpoint support experience (help desk alone does not count).
• Hardware asset management and CMDB in ServiceNow.
• Intune, Endpoint Manager and Autopilot.
• Device imaging and deployment experience (SCCM, Intune, PXE, or similar).
• Strong understanding of incident vs service request, P1 to P4 prioritization, and Response vs Resolution SLA.
• Comfort working onsite in a warehouse environment day to day.
• Outlook and Exchange administration/troubleshooting.
• Printer administration and troubleshooting.
• Hands-on hardware troubleshooting for laptops, desktops, and printers in a warehouse or industrial setting.
• Local to Evansville, IN.
• PPE and specific shoes are needed and are provided by the client.
• Are you ok with the 2-month project term (required consideration).

Helpful experience (nice to have)

• Experience supporting handheld scanners, vehicle mounted units, and label printers.
• Meeting room and VIP support experience.
• Chromeleon lab software (can be trained).
• Printer Logic, Microsoft 365, and Exchange Online experience.
• Application and server decommissioning experience.
• Mentoring and escalation ownership.

Tech stack you’ll use

• SCCM, Intune, PXE, Outlook, Exchange
• ServiceNow (including CMDB)
• Endpoint Manager, Autopilot, PrinterLogic, Microsoft 365, Exchange Online
• Chromeleon lab software

Location: Evansville, IN (Onsite). Pay: USD 27–28 per hour.