Desktop Support Engineer (1-Year Contract ) Fremont, Michigan, USA
Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site assistance to end-users within the organisation's desktop computing environment in a timely and accurate fashion to ensure optimal service delivery. Location : Fremont, Michigan USA (1-Year Contract ) Contract Type: Independent Contractor /Full Time Start Date: Immediate Eligibility: U.S. Citizens and Green Card Holders Preferred About the Role Axiom Technologies is seeking an experienced Desktop Support Engineer (Full Time) based in Fremont, Michigan. This full-time , independent contractor role involves providing both on-site and remote support for end users while efficiently managing the assignment and coordination of service requests. You'll serve as the go-to technical resource for desktop support needs, ensuring the timely resolution of IT issues and smooth coordination among field technicians and internal teams. Key Responsibilities: Deliver on-site and remote support for hardware, software, and infrastructure at branch locations Troubleshoot end-user issues related to applications, connectivity, VPNs, and other IT services Support and maintain in-house and third-party software, including market data applications Act as an escalation point for Helpdesk issues and collaborate with Network Services and global support teams Maintain accurate ticketing records, documentation, and ensure compliance with IT policies Assist with home office setup and remote work support (firm-issued or personal laptops and virtual machines) Participate in after-hours and weekend on-call rotation Stay updated on new technologies and internal tools Required Qualifications:
- 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
- Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests
- Escalate issues as appropriate and act as a technical escalation for the end user
- Maintain a high level of customer satisfaction
- Comply with the desktop group practices and procedures
- Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
- Identify technical and process issues and recommend improvements
- Achieve target ticket volumes and ticket resolution levels
- Responsible for compliance with applicable corporate policies and procedures
- Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
- Follows the processes and practices established for the group
- Coordination and consulting with client areas to help analyze problems and needs and recommend technical solutions
- Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS devices, etc.
- Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues
- Handle software installation/support/upgrades
- Provide 1st/2nd level Help Desk support
- Perform basic LAN and internetworking-related activities
- Have strong internetworking and troubleshooting skills
- Have A+ certification & at least one certification from either Cisco or Microsoft
- May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
- Must be a self-starter and can manage multiple tasks
- Exceptional customer service skills
- Good communication skills
- Ability to work independently or as part of a team
- Ability to complete tasks effectively with minimal supervision
- Must be available to work flexible work schedules
- High-level skill set
- Outstanding people skills
- Self-starter, needs to be able to work on his/her own
- Proficient in Windows 10 & 11 and Office Suite/O365 How to Apply Interested candidates are invited to send their resumes to: careers.
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