Desktop Support Engineer

Desktop Support Technician
South Shore area of MA
6-month contract to hire
Start - ASAP
$26-32/hour + W2

ABOUT THE ROLE

A leading local health insurance organization is hiring a Desktop Support Technician to join its end-user computing team on-site in the South Shore area of Massachusetts. This is a hands-on Level 2 role supporting a large enterprise user population in a fast-paced, high-volume environment with defined service-level agreements (SLAs). You will own the full lifecycle of end-user hardware and software, from imaging and deployment through day-to-day troubleshooting, while delivering a consistently excellent customer experience.

This team places exceptional value on customer service, teamwork, and personality. Technical skills can be developed; the advantage goes to the candidate who is genuinely great with people. The ideal person:
Delivers white-glove, patient, and friendly support to both technical and non-technical end users
Communicates clearly and professionally in person, over the phone, and in writing
Works seamlessly as part of a collaborative team and is quick to pitch in for teammates
Stays calm and organized under a high ticket load and competing priorities
Takes ownership of issues end-to-end and follows through to resolution

KEY RESPONSIBILITIES
Install, configure, and maintain desktops, laptops, peripherals, and software in line with company standards and guidelines
Build, image, and configure computers and peripherals for new hires, including shipping equipment to remote users
Provide Level 2 support, resolving technical problems across desktop hardware, the Windows 11 operating system, and software applications
Manage PC imaging, refresh, and IMAC (Install/Move/Add/Change) activities using MECM
Support network and personal/local print environments
Troubleshoot network connectivity issues
Provide end-user support for the enterprise mobile mail solution
Update and maintain computer inventory and surplus/retired equipment records
Coordinate with hardware warranty vendors (Dell) on repairs and replacements
Assist with upgrading and maintaining the broader desktop environment
Apply an analytical, systematic approach to problem solving and present complex technical information clearly to both technical and non-technical audiences

REQUIRED TECHNICAL SKILLS
Working knowledge and support of the Windows 11 operating system
Experience supporting and troubleshooting current Microsoft Office (M365 / O365)
Strong PC imaging / refresh / IMAC experience (MECM)
Hands-on experience with MECM Collections, MS App-V, and MS Intune software deployments and support
Solid understanding of Active Directory, including Organizational Units (OUs) and containers
Software installation and troubleshooting
Laptop and desktop hardware support (Dell)
Support of network and personal print environments
Troubleshooting network connectivity issues
Experience with an enterprise IT service ticketing system ServiceNow strongly preferred (or equivalent)
Effective multitasker with excellent time management
Excellent verbal and written communication skills

PREFERRED
Microsoft certifications
Experience working with hardware warranty vendors (Dell)
Prior experience in a large enterprise, high-volume, SLA-driven support environment

EXPERIENCE & EDUCATION
5+ years of experience in desktop support
Experience with the ServiceNow ticketing system or an equivalent IT service management platform
BA or BS in technology, a related field, or equivalent practical experience