DeskSide IT Support Contractor

Position: DeskSide IT Support Contractor (2 Openings)
Company: Confidential
Location: Fargo, North Dakota — Onsite
Employment Type: Contract
Schedule: Normal Business Hours

Role Overview

We are seeking two onsite DeskSide IT Support Contractors to assist an existing IT support team in Fargo, ND. The role involves troubleshooting Windows computers, setting up hardware and software, supporting employees with everyday technical issues, and maintaining accurate equipment records. Contractors will also prepare computers for new employees, process returned equipment, and update support tickets. Success requires basic technical knowledge, dependable follow-through, effective communication, and a willingness to learn. The focus is on providing reliable, hands-on technical support while following established procedures.

Employee Value Proposition (EVP)

Purpose: Help employees stay productive by resolving everyday computer problems and ensuring their equipment works properly. This position contributes directly to the effectiveness of the onsite IT support team.
Growth: Gain practical experience in desktop support, computer deployment, troubleshooting, and IT service operations. The assignment provides opportunities to apply existing technical skills and develop greater familiarity with enterprise IT support processes.
Motivators: This opportunity is suited to someone who enjoys hands-on computer work, helping people, solving problems, and learning new technologies. The variety of technical support and equipment-related responsibilities makes it particularly relevant for someone building a career in IT.

Major Performance Objectives

1. Deliver Reliable Onsite Technical Support
During the contract assignment, troubleshoot and resolve basic Windows 10/11, computer hardware, Microsoft 365, software, networking, and Wi-Fi issues for onsite employees. Provide clear communication and dependable follow-through while working with the DeskSide team. Performance will be evaluated based on the successful handling of assigned support requests, accurate documentation, and adherence to established support procedures. Approved AI-assisted troubleshooting resources may be used where available.
2. Prepare and Maintain Employee Computer Equipment
Throughout the assignment, configure and prepare laptops, desktops, monitors, docking stations, and required software for employee use. Support new employee computer preparation and basic PC deployment activities using established instructions. Success will be measured through completed equipment setups, correct configurations, and the identification and correction of setup issues.
3. Maintain Accurate IT Support and Equipment Records
Throughout the contract, document support activities, process returned equipment, and maintain accurate computer inventory information. Ensure assigned tickets and equipment records reflect the status of work performed. Performance will be evaluated based on the completeness, accuracy, and timeliness of ticket and inventory updates. Approved automation tools may help streamline documentation where permitted.

Seven Critical Performance Subtasks

1. Learn Support Procedures and Workflows
At the start of the assignment, review the DeskSide team's written procedures, support processes, and equipment-handling instructions. Become familiar with how support tickets are assigned, updated, and completed. Demonstrate the ability to follow documented instructions while performing assigned tasks throughout the contract.
2. Set Up Employee Computers and Workstations
During the initial phase of the assignment and as new requests arise, prepare laptops, desktops, monitors, and docking stations for employee use. Install required software and verify that equipment operates correctly before completing the assigned setup. Measure success by completed setups and accurate execution of documented procedures.
3. Install and Troubleshoot Software
As assigned throughout the contract, install software and troubleshoot basic Windows 10/11 and Microsoft 365 application issues, including Outlook and Teams. Identify problems, apply documented fixes, and communicate unresolved issues to the appropriate team members. Measure performance through successful completion or appropriate escalation of assigned software support requests.
4. Diagnose Hardware and Connectivity Problems
During regular onsite support activities, investigate basic hardware, networking, and Wi-Fi problems affecting employee computers. Use logical troubleshooting methods to identify possible causes and complete appropriate corrective actions. Document the work performed and escalate issues that cannot be resolved within the contractor's responsibilities.
5. Maintain Support Tickets and Communicate with Employees
Throughout the assignment, update support tickets to reflect troubleshooting activities, progress, resolutions, and outstanding issues. Communicate clearly and professionally with employees requesting assistance. Demonstrate dependable follow-through by keeping assigned tickets current and following established support processes.
6. Process Returned Equipment and Maintain Inventory
As equipment is returned or reassigned during the contract, process computers and related hardware according to established procedures. Update equipment and inventory records to reflect the status of assigned assets. Measure success through accurate recordkeeping, properly processed returns, and consistent equipment tracking.
7. Continuously Evaluate and Integrate AI to Improve Performance
During the first 90 days, identify routine support activities that could potentially benefit from AI or automation. Consider opportunities involving troubleshooting documentation, ticket updates, or equipment tracking. Discuss potential improvements with the DeskSide team and use only tools authorized by the organization. Success will be measured by identifying practical opportunities to improve accuracy or efficiency without compromising established procedures.

Required Skills and Qualifications

Candidates should possess basic knowledge of Windows 10/11 troubleshooting, computer hardware, workstation setup, software installation, Microsoft 365 applications, and basic networking and Wi-Fi troubleshooting. They should be comfortable working with support tickets, preparing employee computers, processing returned equipment, and tracking inventory. Strong customer service, clear communication, organization, dependability, the ability to follow written instructions, and a willingness to learn are essential.

Preferred Skills and Experience

Experience with SCCM/Software Center, ServiceNow, Active Directory, PC imaging, PowerShell, or Intune is preferred but not required. One year of IT support experience is preferred, including backgrounds in help desk, desktop support, computer repair, or PC deployment. CompTIA A+ certification is a plus but is not required.

Performance Expectations

Successful contractors will demonstrate the ability to provide reliable technical support, prepare equipment correctly, maintain accurate records, communicate professionally, and work effectively with the existing DeskSide team. Performance should be assessed based on demonstrated results and consistent execution of assigned responsibilities rather than years of experience or possession of preferred certifications.