Service Desk/PowerUp Technician

Description

Onsite in Wilmington, DE

Our client seeks a PowerUp Technician to provide walk-up technical support for internal associates in a high-traffic campus environment. The role focuses on laptops, with an even mix of Windows and macOS, plus mobile devices. The technician will resolve low to moderate complexity issues, deliver customer-first service, and collaborate with peers for cross-platform support and process improvements.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $20.00 to $22.00/hr. w2

Responsibilities

• Provide customer-first, walk-in technical support for internal associates.
• Troubleshoot and support laptops across Windows and macOS, as well as mobile devices.
• Assist the Service Desk by taking and resolving intake calls as needed.
• Collaborate with peers for cross-platform support and knowledge sharing.
• Contribute to site operational readiness and process improvements.
• Communicate clearly in writing and verbally with stakeholders.
• Identify skill gaps and pursue development to improve service quality.
• Coordinate with the site lead and act as back-up when delegated.
  
  

Experience Requirements

• At least 3 years of experience in remote administration and end user support.
• At least 3 years of experience with Windows 10 or earlier operating systems.
• At least 3 years of experience with ticketing tools such as Zendesk, HPSM, or ServiceNow.
• At least 1 year of experience with Google Workspace applications.
• At least 1 year of experience with macOS.
• 1 years with Active Directory services integration (preferred).
• 1 years with ITIL-aligned process management functions such as change, incident, or problem management (preferred).
• Apple certifications (preferred).
• 1 years with virtualization technologies including VMware tools such as Fusion or ESX (preferred).
• 1 years of macOS Server administration (preferred).
• 1 years with platform management tools such as JAMF Casper Suite or SCCM (preferred).
• 1 years supporting Mac productivity tools including MS Office and Skype or Lync (preferred).
• 1 years supporting 100 Mac end users (preferred).
• 1 years with image deployment, testing, and security tools such as McAfee on Windows and macOS (preferred).
  
  

Education Requirements

• High School Diploma, GED, or equivalent certification.
• Bachelor’s degree in Business, Information Systems, or Computer Science, or Military experience (preferred).
• Apple certification(s) (preferred).