Job Description

Job Title: Technical Support Specialist – iPad and Laptop Troubleshooting
Location: Ohio, Indiana, Kentucky, Maryland, Pennsylvania, or Virginia
Onsite: 100% onsite with possible offsite visits to support users in client footprint
Period: 04/01/2025 – 08/31/2025 (potential contract-to-hire)
Hours/Week: 40 hours
Rate: $20/hour
Contract Type: W-2 only, no visa sponsorships or subcontracting
Requirements: Must have a valid driver’s license and reliable vehicle

Scope of Services:

The client is seeking a team of Technical Support Specialists to provide hands-on troubleshooting and technical support for iPads, laptops, and network connectivity issues for frontline utility workers. The role will primarily support the Work and Asset Management (WAM) R2 rollout, assisting employees during key phases:

• Train-the-Trainer: Ensuring trainers are equipped with functional devices and network access.
• Large-Scale Training: Supporting users during mass deployment, resolving access issues, and troubleshooting common technical problems.
• Hypercare: Providing Tier I technical support and escalating more complex issues to Tier II teams as needed.

The ideal candidate has previous experience in a Genius Bar, Geek Squad, IT help desk, or similar technical support environment, with strong troubleshooting skills and the ability to guide non-technical users through issue resolution.

Role, Responsibilities & Deliverables:

• Provide Tier I technical support for iPads, laptops, and network connectivity.
• Diagnose and resolve common technical issues, such as: 
  • Network connection failures.
  • Device setup and configuration.
  • Software installation and troubleshooting.
  • User access issues (logins, password resets, permissions).
• Escalate Tier II issues to higher-level IT teams when necessary.
• Assist in setting up new devices and ensuring proper functionality before deployment.
• Work directly with frontline utility workers to ensure seamless access to required tools.
• Provide in-person support and occasional offsite visits within the assigned footprint.
• Document resolutions and update knowledge base articles as needed.
• Collaborate with training teams to support WAM R2 rollout phases.

Skills & Experience:

• 1-3 years of hands-on experience in IT support, help desk, or technical troubleshooting.
• Strong experience troubleshooting iPads, laptops, and basic networking issues.
• Ability to quickly diagnose and resolve hardware and software problems.
• Familiarity with Windows, iOS, and enterprise IT environments.
• Experience escalating issues to Tier II or higher-level support teams.
• Strong communication skills—able to explain technical issues to non-technical users.
• Ability to work independently and travel within the designated region as needed.

Education & Certifications:

• Associate’s or Bachelor’s degree in IT, Computer Science, or a related field preferred (or equivalent experience).
• IT certifications (CompTIA A+, ITIL, or similar) are a plus.

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