Help Desk Support Specialist

Our client, a leading technology organization, is seeking an experienced Desktop Support Technician to provide technical support to end users across computer systems, applications, devices, hardware, and access-related issues.

Apply today for consideration!

Title: Desktop Support Technician

Location: Tucson, AZ 85706 (Remote – Anywhere in the US)

Duration: 6 months

Pay Range: $21-26/hr. on W2

Start Date: 10/01/2026

End Date: 03/31/2027

Contract Type: W2 Contract

Job Description:

• Provide technical support to end users for computer, application, system, device, access, and hardware-related issues.
• Identify, research, troubleshoot, and resolve technical problems of moderate complexity.
• Respond to technical support requests submitted by phone, email, and online channels.
• Diagnose and resolve hardware, software, operating system, application, access, and connectivity issues.
• Document, track, and monitor incidents and service requests using applicable systems and support tools.
• Provide support for Microsoft Windows environments, Office 365, Gmail, collaboration platforms, and productivity applications.
• Troubleshoot user access, permissions, account, security group, MFA, VPN, and connectivity issues.
• Assist users with troubleshooting Wi-Fi and networking issues across Mac and PC devices.
• Coordinate with other technical teams or departments when issues require additional investigation or escalation.
• Provide clear and professional communication to end users throughout the troubleshooting and resolution process.
• Follow established incident management, documentation, escalation, and service desk procedures.

Job Functions:

• Provide first-line and desktop-level technical support to end users.
• Troubleshoot Windows 10 and Windows 11 operating system issues.
• Diagnose and resolve desktop hardware and peripheral problems.
• Support Office 365 and Gmail, including permissions, calendaring, and delegation.
• Troubleshoot collaboration and productivity tools including Zoom, G-Suite, and Slack.
• Assist users with Active Directory account and security group-related issues.
• Troubleshoot MFA and VPN connectivity and access issues.
• Diagnose Wi-Fi and basic networking problems on Mac and PC devices.
• Log, update, and monitor incidents through ServiceNow.
• Research technical issues and determine appropriate solutions or escalation paths.
• Coordinate with other IT support teams to resolve complex or cross-functional issues.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.

Skills/Abilities:

• Strong troubleshooting and problem-solving skills.
• Excellent customer service and end-user support skills.
• Strong knowledge of Microsoft-based operating systems, particularly Windows 10 and Windows 11.
• Working knowledge of desktop hardware and peripheral troubleshooting.
• Familiarity with Active Directory user and security group administration.
• Experience troubleshooting Office 365 and Gmail environments.
• Knowledge of permissions, calendaring, delegation, and account access.
• Familiarity with collaboration and productivity tools such as Zoom, G-Suite, and Slack.
• Familiarity with MFA and VPN troubleshooting.
• Basic understanding of Wi-Fi networking and connectivity troubleshooting.
• Strong documentation and incident-tracking skills.
• Ability to prioritize multiple support requests and work effectively in a remote environment.
• Strong verbal and written communication skills.

Experience:

• Prior Service Desk or Desktop Support experience required.
• At least 1 year of desktop-based hardware support experience preferred.
• Experience with Incident Management and ServiceNow required.
• Experience supporting Windows 10 and Windows 11 environments.
• Experience troubleshooting Office 365 and Gmail.
• Experience supporting collaboration and productivity applications such as Zoom, G-Suite, and Slack.
• Experience with Active Directory administration, including users and security groups, preferred.
• Experience troubleshooting MFA and VPN issues preferred.
• Experience troubleshooting Wi-Fi and basic networking issues on Mac and PC devices preferred.

Education:

• High school diploma or equivalent required.
• Technical certification, associate degree, or relevant IT education is a plus.
• Equivalent hands-on technical support experience may be considered.

Additional Information:

• This is a fully remote position open to candidates located anywhere in the United States.
• The role is focused on end-user, service desk, and desktop support.
• Candidates should be comfortable troubleshooting both hardware and software issues remotely.
• Strong communication, documentation, and customer-service skills are important for success in this role.
• Experience with ServiceNow and Microsoft environments is strongly preferred.

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Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

Applicant Privacy Disclosure

We collect personal information from applicants during the recruiting, pre-offer, and offer process.

During the recruiting, pre-offer process and offer process, we may collect the following categories of personal information:

1. Identifiers, such as name, address, and email address.
2. Professional and Employment-Related Information, such as resume, work history, education, and qualifications.
3. Information Voluntarily Provided by You in connection with the recruiting and pre-offer process.
4. Sensitive Personal Information, where legally permitted and necessary, such as Social Security number and date of birth.

Personal information is collected and used for the following business purposes: evaluating qualifications and eligibility for employment; communication regarding the recruitment and application process; verifying eligibility for employment; and complying with applicable legal, regulatory, and contractual obligations.

Personal information is collected and used only as necessary, and we are committed to data minimization, privacy, and providing equal employment opportunities. We are an international organization, and personal information may be accessed or processed by authorized personnel or service providers located outside the United States, subject to appropriate safeguards. We restrict use and access to personal information to authorized personnel and service providers with confidentiality and data security obligations. We maintain administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, use, or disclosure.

For information about our privacy practices, please review our Privacy Policy at: https://prideglobal.com/privacy-policy

If you do not consent to the collection of such personal information, please advise us immediately in writing at datasecurity@prideglobal.com

Equal Employment Opportunity

[Hiring Entity Name] is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

[Hiring Entity Name] is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.