Desktop Support Technician

Position: Senior PC Support Technician #1001763

Location: Knoxville, TN 37922

Duration: 12 months contract with possible extension/FTE

Shift: 1st Shift, Mon - Fri, 7:30 AM – 4:30 PM CST

Working hours: 8 hours per day & 40 hours per week

Industry: Food and Beverage

Pay rate: $35.00 - $38.00 per hour on w2

Job Description:

Role Overview

• This is a full-time, onsite role in Knoxville, TN (40 hours per week).
• Standard working hours: 7:30 AM – 4:30 PM.
• The environment supports approximately 6,000 PCs in the field.
• Although onsite, the majority of support will be delivered via phone and remote tools, as only a small number of employees are physically located in the building.

Key Responsibilities

• Provide day-to-day PC support and break/fix services.
• Handle break/fix tickets and provide remote phone and remote desktop support to field locations.
• Support and troubleshoot:
• PCs
• Laptops
• Printers
• Act as a dedicated PC support resource for the organization.

Support Model & Escalation

• Serves as Tier 2 support and is the second point of escalation from the corporate help desk.
• Works closely with Tier 3 teams, including:
• Network teams
• Endpoint management teams
• Server management teams
• Expected to have experience working in an enterprise computing environment and collaborating cross-functionally to drive issue resolution.

Technical Responsibilities

• Image PCs and manage break/fix scenarios.
• Handle warranty-related issues and coordinate repairs or replacements.
• Stage, configure, and ship equipment to field locations.
• Follow up with field sites to confirm resolution and successful deployment.

Asset Management (Cradle-to-Grave)

• Role will be heavily involved in the early stages of asset management, including:
• Unboxing and loading new machines
• Tracking and recording serial numbers
• Ticket creation and documentation
• Staging and shipping assets
• Coordinating with sites to retrieve old machines
• Decommissioning returned devices
• These consultants will manage PCs from deployment through decommissioning.

Tools & Technologies

• Remote support tool: Bomgar (experience is a plus).
• Operating system deployment using MECM (SCCM).
• Experience using MECM Boot Media (as opposed to PXE) is strongly preferred.

Experience & Qualifications

• 5–8 years of experience in PC / desktop support.
• Strong experience supporting enterprise environments.
• Certifications are a plus, but not mandatory.
• Comfortable working independently while collaborating with larger support teams.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.