Desktop Support Technician

Job Title: Desktop Support Technician

Job Location: Denver, CO

Job Type: Contract

Pay Range: $19.00hr - $24.00hr

Job Overview:

The candidate will serve as a Desktop Support Technician, providing comprehensive technical support and hardware maintenance for the organization s IT infrastructure.

Responsibilities:

• Provide second-line investigation and diagnosis after Service Desk.
• Resolve and close incidents and service requests as per procedures and allocated timelines.
• Perform hardware repair and upgrades.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure tickets are always updated until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Complete training for On-Site Support Analysts.
• Comply with Quality, Health, Safety and Environment policies and IT policies.
• Liaise with customers, other IT support groups and third-party providers when necessary.
• Perform staging of PCs using SRSS and/or Autopilot.
• Perform manual O/S imaging, installation, configuration, and upgrades on client owned laptops issued to employees.
• Provide physical support for Network Refresh Activities.
• Manage user on/off boarding process activities including delivering new laptops to new hires and taking custody of return laptops.
• Provide smart-hand support for AV rooms, network, and facilities.
• Manage e-waste processes including data wiping and clean-up after activities of handing over the disk to procurement.
• Provide COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support.
• Provide hardware break/fix support for audio/visual equipment, connectivity, copiers, fax, printers, scanners, and digital signage.
• Coordinate and follow-up with OEM vendors.
• Support the use of mobile devices to ensure user activation.
• Provide technical support for configuring field connectivity with VSAT, ensuring reliable and optimized communication.
• Perform Teleport hardware maintenance to maintain field connectivity at Teleport sites, ensuring hardware is in optimal condition for seamless operations.
• Provide Printing Server infrastructure hardware support including adding, changing, or removing services as per printing standards.
• Provide Data Server hardware support including requests to add, change, or remove data storage service server infrastructure.
• Coordinate regular UPS system maintenance with the location facility coordinator.
• Provide ePACS Server infrastructure hardware support including adding, changing, or removing infrastructure as required.
• Manage IT hardware disposal including inventory audits, disposal lists, packing, and removal in compliance with regulations.
• Support HR with on/off boarding processes for new hires to ensure PC tracking.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities