Desktop Support Technician

About the role

ATS is seeking a customer-focused and proactive Onsite Technician II to support one of our enterprise clients at their Wilmington, DE corporate office. This position serves as the primary onsite IT resource, providing Level 2 technical support, maintaining office technology, and ensuring employees have a positive technology experience throughout their workday. The ideal candidate enjoys working directly with end users, thrives in a hands-on support environment, and can effectively balance walk-up requests, ticketed work, and proactive site maintenance activities.

What you'll do

• Troubleshoot hardware, software, and connectivity issues with a focus on timely resolution and excellent customer service.
• Provide both walk-up and remote end-user support.
• Support employee onboarding, offboarding, and workstation setup activities.
• Troubleshoot audio/video, camera, display, and meeting connectivity issues.
• Coordinate repairs or replacements as needed to minimize business impact.
• Perform routine site wellness checks to verify office IT infrastructure and equipment is functioning properly.
• Document and track maintenance activities, issues, and resolutions.
• Maintain accurate asset inventory records and assist with asset audits and refresh initiatives.
• Manage and resolve support tickets while meeting service level expectations.
• Maintain detailed documentation of work performed and issue resolution.
• Contribute to knowledge articles and process documentation when appropriate.
• Coordinate with facilities teams and third-party vendors on technology-related projects and repairs.
• Support office moves, equipment installations, cabling activities, and other onsite initiatives.

Qualifications

• 2+ years of desktop support, help desk, or end-user support experience.
• Experience supporting Windows, and Microsoft 365 applications.
• Experience troubleshooting desktop hardware, software, printers, and peripherals.
• Experience supporting conference room technology.
• Experience with Citrix or virtual desktop environments.
• Strong customer service, communication, and organizational skills.
• Ability to work independently in an onsite support role.
• Experience working within a ticketing system such as ServiceNow.
• Strong ability to prioritize competing requests and manage workload independently in a fast-paced environment.

Qualifications Preferred

• Experience with hardware deployments, asset management, and lifecycle programs.
• Experience serving as the primary onsite IT resource for a corporate office environment.
• Familiarity with Microsoft Intune, Azure AD/Entra ID, or endpoint management tools.
• Associate's or Bachelor's degree in Information Technology or related field, or equivalent work experience.

What Success Looks Like

• Delivering exceptional customer service and technical support.
• Maintaining a visible and approachable onsite IT presence.
• Keeping conference rooms and office technology operational.
• Resolving support requests efficiently and documenting work thoroughly.
• Proactively identifying and addressing issues before they impact users.

Work Environment

• Full-time (Monday – Friday, 8:30 AM – 5:00 PM ET) onsite position located in Wilmington, DE.
• Regular interaction with end users, facilities teams, vendors, and remote support teams.
• Occasional lifting and movement of IT equipment may be required.