Job Description

Desktop Support Technician

Location: Laconia, NH    

Pay Rate: $24.00/HR W2 (increase to $30/HR upon hire)

Hours: Mon-Fri, 8am-5pm

Duration: Contract-to-Hire

Job Description

An experienced Level II Support Technician to provide on-site IT support services for a manufacturing customer in Laconia, NH.  The technician will serve as the primary local technical resource supporting end users, desktop systems, mobile devices, manufacturing-connected technology, printers, scanners, and site infrastructure initiatives. This position requires strong technical troubleshooting skills, a customer-focused mindset, and the ability to work independently within a manufacturing environment.

Primary Responsibilities

End User Support

• Deliver deskside support for hardware and software incidents affecting laptops, desktops, and workstations.
• Troubleshoot and resolve Windows operating system issues, application issues, and peripheral device problems.
• Provide VIP and executive support when required.
• Support Microsoft 365 applications and standard business productivity tools.
• Assist users with account access, device setup, and day-to-day technical issues.

Device Deployment & Lifecycle Services

• Image, configure, deploy, and replace desktops, laptops, tablets, and mobile devices.
• Perform hardware upgrades, break/fix repairs, and warranty coordination.
• Execute refresh, migration, and asset management activities.
• Maintain accurate asset inventory and asset tracking records.
• Support patching and device compliance activities according to customer standards.

Site Technology Support

• Support printers, label printers, handheld scanners, RF devices, and related workplace technology.
• Troubleshoot manufacturing-related endpoint devices and local site technologies.
• Assist with lab systems, virtual machine environments, and operational technology (OT) support as directed.
• Perform technology setup and support for conference rooms and collaboration spaces.

Infrastructure & Smart Hands Support

• Provide onsite "hands and feet" support for customer infrastructure and network teams.
• Assist with switch, wireless access point, UPS, and network hardware activities following customer procedures.
• Support cabling, rack, and equipment installation projects.
• Participate in site moves, adds, changes, and infrastructure upgrades.
• Coordinate with remote engineering teams during maintenance and project activities.

Operational Excellence

• Manage incidents and service requests through ServiceNow or approved ticketing tools.
• Meet service level expectations and maintain accurate ticket documentation.
• Communicate effectively with users, site leadership, and support teams.
• Identify trends and opportunities for process improvement.
• Maintain compliance with customer security, safety, and operational standards.

Required Qualifications

• 3+ years of desktop, deskside, or field support experience.
• Strong knowledge of Windows 10 and Windows 11.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Experience using ServiceNow or similar ticket management systems.
• Understanding of TCP/IP networking fundamentals.
• Experience supporting printers, peripherals, scanners, and mobile devices.
• Excellent customer service and communication skills.
• Ability to prioritize multiple tasks in a fast-paced manufacturing environment.