Desktop Support

Duration: Chicago, IL

Type: 6-month contract

Contact: Mary Nugent at




  • Support of standard desktop customers. Staff and Administration employees of The University. • Manages customer relationship with supported clients.
  •  Fosters collaboration with the members of the Desktop Support Team to determine optimal configurations, sharing support techniques, and ensuring that staff keep current on new and coming technologies.
  • Work closely with computer Leasing and Desktop Engineering teams to discover common challenges in the desktop configurations and share ideas to provide solutions.
  • Ensures service level objectives are consistently met for supported clients.
  • Escalates high profile incidents and problems to the Desktop Services Manager for solution guidance.
  • Follows established processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions.
  • MUST report to work on time and STAY until agreed upon end time daily.
  • The contractors schedule will be established by the manager.
  • Must dress in business casual attire when working on-campus.
  • Must be well groomed and neat in appearance.
  • Bachelor’s Degree is preferred


Required Skills:


  • Associates Degree in Information Systems Technology or in progress.
  • Minimum of 3 years of technical customer support experience troubleshooting and resolving Operating System (OS) and application incidents.
  • Minimum of 3 years as a member of a service desk or desktop support team.
  • Strong, current, working knowledge of Microsoft Windows 10 Operating System required.
  • Current, working knowledge of current Mac Operating Systems required.
  • Strong, current, working knowledge of Microsoft Office 365 applications (Word, Excel, PowerPoint and Outlook).
  • Computer hardware maintenance and repair skills experience required. Working knowledge of Microsoft Windows system management tools (EndPoint Configuration Manager) & Active Directory.
  • Technical customer support and / or customer service experience required, including the ability to work with users of all ability and knowledge levels.
  • Must have experience with telephony and networking concepts and systems, including wireless networks.
  • Under general supervision, provides second-tier support to end users for Desktop, Laptop and mobile devices.
  • Support for hardware and software of both PC (Windows OS) and Apple (Mac OS, iOS).
  • May interact and collaborate with network services, software systems engineering and / or applications development to restore service and / or identify and correct problems within services.
  • Performs analyses and assists in a variety of IT support activities including, but not limited to: providing support to end users in problem resolution; developing troubleshooting documentation for the knowledge base; providing technical assistance in setup, installation and configuration of end user hardware and software in compliance with internal controls, policies and standards.
  • Perform upgrades to hardware and software. Recommends systems modifications to reduce user problems. Strong working knowledge in ITSM tools; Service Now preferred.


Mary Nugent
Senior Recruiting Consultant
Forbes Technical Consulting
Chicago, IL


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