Job Description :
Title: Desktop / Laptop Support Technician
Location: Charlotte, NC
Duration: Long-Term

Summary: As our Desktop Support Technician, you’ll provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. Refresh project to image, install, and deploy new Windows 10 laptops to government customers with minimal technical escalations. The Laptop/Desktop Support Specialist will also be required to remove existing desktop PC from user’s desks and process its return to inventory.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Laptop Desktop Support/Refresh Technician
- Provide onsite break/fix and IMAC (Install, Move, Add, Change) support to the customer’s Endpoint Devices. Endpoint devices include Windows desktops, laptops, monitors, peripherals, printers and standard software.
- Support end-users in person and over the phone providing excellent customer service
- Install, Configure and Troubleshoot end user PC-related desktop issues
- Track fixed assets and inventory
- Educate and set up new users, including imaging, new hardware and software
- The client will provide any parts as necessary
- 10 days of basic tool training before the deployment to allow for training in Footprints, Asset Management tool, and our expectations for communications to schedule the customers’ deployment, how to deploy the customers’ computer equipment in our environment, access to rename the object in AD when deployed, physically remove the desktop, update Asset Management tool.
- Install computer Images including Bit-Locker / unbox new laptop / sign out from storage/ complete/ sign back to secure area with lead signature
- Schedule coordination, deploy laptop, docking station, review differences and locations of personal files, install printers and other peripherals, and update ticket for refresh and Asset Management tool for deployment asset. Remove Existing Desktop, place into secure location, update Asset Management tool with the location, status and ticket number for the removed asset.
- Clean-up / Wiping of Hard Drives / Equipment surplus
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal of any equipment or component and report to the project manager daily on results of deployments (issues, feedback, etc
- Assist the client in solving laptop workstation and networking issues
- Enter / track activity / user / asset information accurately within trouble ticketing system and Asset Management tool.
- Perform other duties as assigned by supervisor
- Commitment to excellence and high standards
- Strong organizational skills; able to manage priorities and workflow.
- Troubleshoot problem areas in a timely and accurate fashion.
- Maintain and improve quality results by adhering to established processes, procedures and guidelines
- Recommend improved procedures
- Inform and educate clients by explaining procedures; answering questions; providing information

- 2 minimum year experience and or CompTIA PC Hardware Technician Certification preferred
- Bachelor’s Degree preferred
- Experience in LANs, WANs, Personal Computers, messaging and server software applications
- Experience using a tracking system
- Experience in large enterprise organizations