Technical Support | Level II

Job Title: Technical Support | Level II

Workplace Type: On-site, Winslow ME
Schedule: 40 hours/week
Core Working Hours: 08:00 AM - 4:30 PM
Users Supported: ~100 (plant and office)
Team Structure: Will work alongside another TEKsystems technician
Environment: Includes Windows 11, End User Compute, Print

Job Description

DSS (Deskside Support) provides day-to-day local desktop support, receives inbound calls, answers questions, troubleshoots, and documents steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The Desktop Support Engineer provides Break/Fix, fault diagnosis, and resolution. They provide fault analysis to customers' various core operating systems and platforms, and apply desktop fault resolution for the approved application suite.

Expectations

• Provide first/second level contact and problem resolution for customer issues.
• Provide standard and non-standard technical support to end-users in response to specific requests.
• Utilize established operating procedures to review and resolve end-user technology issues; troubleshoot and resolve standard and non-standard hardware and software problems.
• Install, upgrade, support, and troubleshoot computer hardware (PCs, laptops, iPads, iPhones, printers, and other user devices).
• Install, upgrade, support, and troubleshoot Windows 10 and Microsoft Office, O365, and other authorized desktop applications.
• Install, upgrade, support, and troubleshoot MS Teams Room systems and other conference room equipment and solutions.
• Install, upgrade, support, and troubleshoot basic active network equipment, network components (including cabling and connectivity), and office IT infrastructure components.
• Work with third-party vendors to remediate complex Audio Video issues as needed.
• Execute the new user onboarding process and steps (room and connectivity preparation, device configuration, device handover, training).
• Perform end-user training within the desktop support domain.
• Perform assigned IT project tasks (e.g., office relocation projects, technology changes and replacements, new system rollouts).
• Maintain ticket updates for all reported incidents.
• Maintain asset management database.
• Perform general preventative maintenance tasks on computers, laptops, printers, and user devices.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Administer telecom provider's wireless devices/accounts.
• Should have basic knowledge of Mac operating systems to support Apple PC users and Apple iDevices.
• Broad experience in IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Must be able to work in a project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.
• Ensure acceptable user satisfaction from IT services (measured quarterly).
• Record critical data and information in the standard ITIL platform (ServiceNow).

Desired Experience

• Windows 10, MS Office 365 and O365, PC hardware & IT network infrastructure installation and troubleshooting.
• Microsoft Active Directory.
• Helpdesk ticketing systems.
• Conference room technologies (MS Teams Room, video cameras, speakers, and mics).
• Mobile device management including iOS and Android devices.
• Enterprise encryption solutions.
• Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Experience working within a GxP regulated environment.

Pay and Benefits
The pay range for this position is $26.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Winslow,ME.
Application Deadline
This position is anticipated to close on Aug 30, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.