Job Description

Lighthouse Technology Services is partnering with our client to fill their Desktop Support Technician position! This is a 6 month contract opportunity and will be hybrid in Buffalo. This role will be a W2 employee of Lighthouse Technology Services. No C2C.

Position Overview:

The Desktop Support Technician will provide advanced onsite technical support and serve as a key escalation point for complex desktop laptop VPN mobility and application-related issues. This role will support senior-level executives and internal employees by troubleshooting incidents coordinating with technical teams for remediation and ensuring a high level of customer service and professionalism. The ideal candidate will be polished technically confident and experienced working within enterprise support environments.

What Youll Be Doing:

• Respond to and resolve help desk escalations based on training and standard operating procedures
• Take and manage escalated incident calls through ServiceNow
• Troubleshoot and resolve technical incidents including hardware software VPN mobility and application issues
• Provide onsite desktop and laptop support for employees and senior executives
• Perform systems maintenance activities such as patching health checks operating system updates and validation of changes
• Analyze and isolate technical issues while coordinating with technical teams for remediation efforts
• Develop and maintain a working knowledge of diagnostic and troubleshooting tools
• Complete work orders and assigned project tasks in accordance with operational standards
• Monitor trends and tendencies related to recurring technical issues and assist with investigations
• Communicate technical issues and updates clearly to management and end users

What Youll Need to Have:

• Strong experience with troubleshooting desktop laptop VPN mobility and application-related issues
• ServiceNow experience is required
• Ability to provide polished professional support to senior-level executives
• Strong verbal and written communication skills with the ability to communicate technical concepts clearly
• Experience handling escalated technical incidents and coordinating with multiple technology teams
• Proven customer service and customer support skills
• Strong onsite support experience in an enterprise environment
• Experience identifying issue trends and assisting with investigations and remediation
• Ability to prioritize and manage multiple work assignments effectively
• Minimum 3 years of related technical support experience preferred; 5 years strongly preferred

Preferred Qualifications:

• Experience supporting enterprise environments and executive leadership teams
• Associate degree in a technology-related field
• Certifications or specialized technical training

Pay Range: $28-$33/hr

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