IT Support Contractor

Overview

Our beauty client is seeking an experienced and customer-focused Level 2 Desktop Support Analyst to serve as a key member of the onsite IT support team at the R&I Campus IT Kiosk. This highly visible role will act as the primary point of contact for walk-up technical support, delivering exceptional white-glove service to employees while resolving a wide range of hardware, software, and connectivity issues.

The ideal candidate thrives in a fast-paced, customer-facing environment and brings a strong mix of technical expertise, communication skills, and problem-solving abilities. This individual will also support escalation management for Level 1 support requests and ensure incidents are properly tracked and resolved through the ServiceNow ticketing system.

Key Responsibilities

Kiosk & Walk-Up Support

• Provide face-to-face technical support for employees visiting the IT Kiosk, ensuring a welcoming and service-oriented experience
• Troubleshoot and resolve desktop, laptop, mobile device, and connectivity issues in a timely manner
• Deliver high-touch customer support while maintaining professionalism and responsiveness

Hardware Deployment & Support

• Configure, image, deploy, and troubleshoot laptops, desktops, and mobile devices (iOS/Android)
• Support Cisco IP phone handsets and Microsoft Teams Room equipment
• Perform hardware upgrades, replacements, and peripheral installations as needed

Software & Application Support

• Install, configure, and troubleshoot standard enterprise applications and operating systems including:
  • Windows 11
  • Mac OS
  • Microsoft Office 365
  • Microsoft Teams
  • Adobe Creative Cloud
• Support application access, updates, and end-user training as needed

Account Administration & Systems Support

• Manage user accounts and permissions within Azure Active Directory (AAD) and Office 365
• Assist with password resets, access management, and authentication troubleshooting

AV, Conference Room & Peripheral Support

• Support conference room technology, including Microsoft Teams Rooms and AV equipment
• Troubleshoot printers, docking stations, monitors, and other PC peripherals
• Ensure meeting spaces remain operational and fully functional for employees

Ticketing, Documentation & Asset Management

• Take ownership of incidents and service requests from intake through resolution using ServiceNow
• Maintain accurate documentation of troubleshooting steps and resolutions
• Contribute to Knowledge Base articles and SOP documentation
• Update hardware and software asset inventory records as needed

Security & Connectivity Support

• Ensure endpoints remain compliant with corporate security and antivirus policies
• Troubleshoot basic LAN, Wi-Fi, VPN, and TCP/IP connectivity issues
• Escalate complex infrastructure issues to appropriate IT teams when necessary

Team Collaboration & Mentorship

• Act as an escalation resource and mentor for Level 1 support team members
• Follow established SLA guidelines and operational procedures
• Collaborate cross-functionally with internal IT teams and business stakeholders

Qualifications & Requirements

Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred
  OR
• 3–5 years of hands-on experience in Desktop Support, IT Support, or Help Desk environments

Certifications

• CompTIA A+ certification or equivalent technical knowledge strongly preferred

Technical Skills

• Strong proficiency supporting both Windows 11 and Mac OS environments
• Advanced knowledge of Microsoft Office 365 and Active Directory administration
• Experience with ServiceNow or similar ITSM/ticketing platforms
• Familiarity with remote support tools such as Bomgar or equivalent
• Understanding of networking fundamentals including TCP/IP, Wi-Fi, and VPN connectivity
• Experience supporting endpoint security and antivirus compliance standards

Soft Skills

• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users
• Strong customer-service mindset with a patient, approachable, and solutions-oriented demeanor
• Highly organized with strong attention to detail and the ability to prioritize effectively in a fast-paced support environment
• Strong critical thinking, troubleshooting, and strategic problem-solving skills
• Multilingual abilities are a plus to support a diverse employee population

Preferred Qualities

• Experience working in a corporate walk-up support or IT kiosk environment
• Exposure to enterprise AV/conference room support
• Ability to thrive in a highly visible, customer-facing role with minimal supervision

**About Aquent Talent:**
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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