Job Description

*THIS IS A TEMP POSITION AT LEAST 6 MONTHS*

Summary:

Provide full coverage for day-to-day IT support responsibilities, including service desk requests, desktop/laptop support, hardware refresh activities, basic networking tasks, software installations, account support, and troubleshooting.

This contractor must be able to work independently, manage multiple tasks, and follow established IT processes.

ESSENTIAL JOB DUTIES:

Technical Skills

Hardware & System Support

• Windows 10/11 troubleshooting
• Laptop and desktop hardware diagnostics & repair
• Experience with machine imaging, reimaging, and device setup (Autopilot/Intune experience preferred but not required)
• Basic understanding of Active Directory (password resets, account unlocks, group membership checks)

Software & Tools

• Ability to work tickets in a Service Desk platform (preferably ManageEngine ServiceDesk Plus)
• Ability to follow documented processes for asset intake, naming conventions, tagging, and deployment

Operational Skills

• Ability to handle multiple tickets simultaneously without dropping assigned tasks
• Comfortable communicating with all levels of the organization, including executives
• Ability to ask clarifying questions when needed and follow standard procedures
• Strong documentation habits—notes in tickets, steps taken, and resolutions
• Must be able to work on-site at Modesto headquarters

Key Responsibilities

• Serve as technician handling daily assigned service desk tickets
• Support hardware refresh and laptop deployment cycles (setup, configuration, user migration when applicable)
• Provide support for conference rooms, Surface Hubs, and audio/video equipment
• Perform basic user account support (password resets, MFA troubleshooting, access issues)
• Assist with routine IT tasks such as:
• Updating machines
• Running Windows updates
• Tracking and maintaining asset inventory
• Supporting new-hire setups as needed
• Escalate issues appropriately to senior staff when out of scope

Nice-to-Have (Not Required)

• Intune / Autopilot experience
• Familiarity with managing laptops in bulk (refresh cycles)
• Experience in environments with distributed locations (e.g., gas stations, terminals, remote offices)
• Experience with conference room technology

Requirements and Qualifications:

• 4–6 years in an IT support or help desk role
• Ability to operate independently (we cannot train from scratch)
• Candidate must be reliable, proactive, and comfortable in a fast-paced environment
• Professional and respectful communication
• Follows procedures and does not deviate from process without approval
• Takes responsibility for work (no blame-shifting)
• Team-oriented mindset
• Ability to prioritize tasks correctly
• Strong problem-solving without relying heavily on escalation

EDUCATION AND/OR CERTIFICATIONS DESIRED:

• Strong knowledge of Windows 10/11, Microsoft 365 apps, and user environment settings
• Experience with Active Directory, device management, and user lifecycle administration
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or ConnectWise
• Ability to document and present solutions clearly and concisely
• Valid driver’s license and ability to travel between supported local locations as needed
• A bachelor's degree is preferred but not mandatory; relevant education and experience can also meet the requirements.

TESTING REQUIREMENTS:

• Candidates will participate in assessments that are specific to position skillset needs.
• Culture Index Survey

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