Senior Workspace Technician

Location: Pittsfield, MA (100% Onsite) - Candidates must be able to work onsite daily
Employment Type: Contract (open ended-long term)

Position Overview

We are seeking a highly motivated Senior Workspace Technician to provide hands-on technical support for end-user computing environments. This role is responsible for supporting endpoint devices, peripherals, conference room technology, and related IT infrastructure while delivering exceptional customer service. The ideal candidate will have strong troubleshooting skills, experience supporting enterprise environments, and the ability to resolve technical issues efficiently while maintaining service level expectations.

Key Responsibilities

• Provide advanced technical support for desktops, laptops, mobile devices, and associated peripherals.
• Diagnose, troubleshoot, and resolve hardware, software, network connectivity, telecommunications, and printer-related issues.
• Manage and document incidents, requests, and resolutions within ServiceNow.
• Support and maintain printers, scanners, plotters, external storage devices, and other endpoint peripherals.
• Install, configure, image, deploy, and maintain desktop and laptop hardware.
• Configure and support operating systems and standard business productivity applications.
• Assist with system deployments, upgrades, migrations, and technology refresh initiatives.
• Support conference room technology, including basic A/V troubleshooting and meeting support.
• Perform hardware replacements, software installations, and workstation setup activities.
• Validate successful system deployments and upgrades while providing user support throughout transition periods.
• Collaborate with internal IT teams and stakeholders to ensure timely issue resolution and high customer satisfaction.
• Maintain accurate documentation and provide regular updates on ticket status and resolution progress.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• Minimum of 1 year of experience in desktop support, help desk, or end-user computing support.
• Experience troubleshooting and resolving hardware, software, network, telecommunications, and peripheral issues.
• Hands-on experience supporting:
  • Windows-based desktop and laptop environments
  • Printers, scanners, and plotters
  • External and internal storage devices
  • Computer peripherals and workstation equipment
• Experience supporting conference room and A/V technologies.
• Ability to install, configure, test, and maintain operating systems, hardware, and software applications.
• Experience assisting with system implementations, upgrades, and technology deployments.
• Strong customer service, communication, and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills

• Experience working within enterprise IT environments.
• Familiarity with ServiceNow or similar IT Service Management (ITSM) platforms.
• Knowledge of network connectivity troubleshooting, including TCP/IP, DNS, and DHCP.
• Experience supporting Microsoft 365 and Windows operating systems.
• Understanding of ITIL-based support processes and SLA-driven environments.