Service Desk Technician

Kforce has a client that is seeking a Service Desk Technician (Contractor) in Wilmington, MA. Summary: The Service Desk Technician will support daily IT operations in a fast-paced service desk environment. This Level 1 support role focuses on system builds, initial issue triage, and providing quick technical resolutions for end users. The technician will work closely with internal teams to ensure issues are documented, resolved efficiently when possible, and escalated when necessary. Key Responsibilities:

• Provide Level 1 IT support by performing initial troubleshooting and triage for hardware, software, and account-related issues
• Perform system builds and device preparation, including imaging, configuration, and deployment of desktops and laptops
• Support the IT Walk-Up Center, assisting employees with in-person technical support requests
• Diagnose common issues and deliver quick fixes when possible, ensuring minimal disruption to end users
• Escalate more complex technical issues to higher-level support teams when they fall outside standard troubleshooting scope
• Ensure all support requests are properly documented, with tickets created, updated, and tracked within the IT service management system
• Maintain accurate records of system builds, asset assignments, and support activities
• Assist with new hire onboarding and device setup to ensure systems are ready for employee use
• Follow established service level expectations and internal IT support processes
• 1-2 years of experience in IT support, helpdesk, or service desk environments
• Experience with Windows desktop troubleshooting and hardware setup
• Familiarity with system imaging, device builds, and deployment processes
• Experience working with ticketing systems and maintaining proper documentation
• Strong problem-solving and customer service skills in a technical support environment
• Ability to prioritize issues and determine when quick resolution vs escalation is appropriate

• Basic understanding of enterprise IT environments and support workflows
• Exposure to Microsoft 365 environments and user account troubleshooting
• Experience supporting walk-up IT service desks or in-person support centers