Desktop Support Technician

RL Canning is seeking a Desktop Support Technician to join our Managed Services team in Chicago, IL. In this role, you will be responsible for diagnosing and resolving technical issues related to desktop systems, applications, and peripherals, particularly in the context of upgrading from Windows 10 to Windows 11.

Key Responsibilities:

• Documentation & Knowledge Sharing:

  • Create and maintain detailed documentation for troubleshooting, system configurations, and support processes.
  • Collaborate with IT teams to share knowledge and assist in implementing new technologies (primarily hardware).

• Software & Hardware Support:

  • Troubleshoot and resolve software issues to optimize system performance.
  • Conduct software testing to detect bugs, enhance functionality, and ensure high-quality standards.

• End-User Support:

  • Assist with incidents, change requests, and events as requested.
  • Provide troubleshooting support for Windows, laptop/desktop issues, and standard business applications (e.g., Microsoft Office suite, Adobe).
  • Work with third-party vendors for specialized applications when needed.

• Installation & Configuration:

  • Install new or replacement end-user devices, including laptops, desktops, printers, and mobile devices.
  • Coordinate with internal IT teams and external vendors for device installation, configuration, repair, and testing.

• Client Interaction:

  • Deliver outstanding customer service through effective communication and support.
  • Maintain a strong focus on timelines, milestones, and deliverable deadlines.

Qualifications:

• Experience:

  • Minimum of 2 years providing hands-on infrastructure support, including desktops and peripherals.
  • Experience with Windows 10 and Windows 11 desktop environments, troubleshooting, and configuration.

• Skills & Competencies:

  • Strong customer service and interpersonal skills.
  • Excellent verbal and written communication.
  • Strong documentation and process skills.
  • ServiceNow Ticketing system experience is preferred.
  • Must be able to work 100% onsite (Monday to Friday, 8:00 AM to 5:00 PM).

• Technical Expertise:

  • Break/fix experience with laptop/desktop hardware repair.
  • Strong understanding of hardware and software troubleshooting and configuration.

• Additional:

  • Willingness to travel for client projects and corporate responsibilities as needed.

Why Join Us:

• Innovation & Technology: Be part of a cutting-edge environment where you can engage with the latest technologies and contribute to groundbreaking projects in the IT sector.

• Growth & Development: RL Canning is committed to investing in your professional and personal growth with the tools and resources necessary to stay ahead of industry trends.

• Collaborative Culture: Join a team that values collaboration, teamwork, and problem-solving to create solutions together.

• Empowering Environment: Your ideas and contributions matter, and you’ll have a meaningful impact on projects and clients.

Benefits:

• Medical, Dental, and Vision Insurance
• Matching 401K
• Short & Long-Term Disability
• Life Insurance
• Paid Holidays
• Paid Time Off