iFlow Inc. · 10 hours ago
Desktop Support Technician
Normal, IL
Contract
Onsite
Mid Level
3+ years expiFlow Inc. is looking for a Desktop Support Technician to provide on-site support for technical problems and IT issues for employees. The role involves diagnosing and troubleshooting requests for assistance, maintaining communication with users, and ensuring high-quality customer service.
Business DevelopmentConsultingInformation Technology
Responsibilities
Use the ITSM ticketing system (Service Now) to document all work performed
Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment, leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools
Hardware and software provisioning (check-in and check-out)
Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
Communication - Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms
Occasional work to move/lift IT gear and move within the site
Possibly assist with replacing monitors and other hardware
Understand basic network troubleshooting of wifi and other connectivity issues
Qualification
Required
3+ years in a fast-paced Desktop Support role, where you handled changing priorities, escalations, and a high volume of tickets (50-75 per week)
Being able to work in a fast-paced environment (50-75 tickets a week)
User communication
Prioritizing workload
Outstanding critical thinking skills are required to navigate requests that may not be clear
Must possess excellent communication skills
Use the ITSM ticketing system (Service Now) to document all work performed
Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
Hardware and software provisioning (check-in and check-out)
Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
Communication - Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms
Occasional work to move/lift IT gear and move within the site
Possibly assist with replacing monitors and other hardware
Understand basic network troubleshooting of wifi and other connectivity issues
Preferred
Associates preferred, or relevant work history
Preferred skills - Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools
Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems
Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), Active Directory, file and printing services, and shared drives
Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
Tech Savvy – Ability and passion for learning new technology and tools
Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can
Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other forms of communication
Ability to consistently set customer expectations and then meet or exceed those expectations
Strong documentation skills and the ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms
Company
iFlow Inc.
At iFlow Inc, we're transforming the landscape of IT solutions through comprehensive staffing, consulting, and software development services.
51-200 employees
H1B Sponsorship
iFlow Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (8)
2023 (17)
2022 (2)
2021 (4)
2020 (6)
Funding
Current Stage
Growth StageCompany data provided by crunchbase