Field Support Tech - Jackson, TN

Desktop Support TechnicianLocation: Jackson, TN (On‑Site Only) Employment Type: Contract‑to‑Hire (6 months) Schedule: Full‑time, Monday-Friday (8:00 AM - 5:00 PM)Position OverviewWe are seeking a Desktop Support Technician to provide hands‑on technical support in an industrial manufacturing environment. This role focuses on end‑user support, ticket management, hardware troubleshooting, and basic infrastructure assistance, with a strong emphasis on customer service and ownership of issues from start to finish.The ideal candidate is personable, adaptable, eager to learn, and comfortable working onsite in a loud, hot, and physically demanding environment. This is a highly collaborative role supporting internal employees and working closely with Corporate IT and infrastructure teams.Key ResponsibilitiesEnd‑User & Desktop SupportTroubleshoot and resolve issues related to laptops, desktops, and peripheralsProvide hands‑on hardware support including computers, monitors, printers, copiers, and telephonesAssist users with Windows 10, Microsoft Office 365, and packaged softwarePerform software installations, updates, and basic license trackingRespond to and resolve ServiceNow tickets in a timely and professional mannerTicket Ownership & EscalationAssess incoming service tickets using ServiceNowEscalate network or advanced issues (e.g., Cisco applications, Active Directory issues beyond basic user support) to appropriate infrastructure teamsMaintain ownership of tickets even after escalation, ensuring resolution through follow‑up and communicationInfrastructure & Systems SupportAssist with mainframe‑related issues (primarily implementation support)Provide basic onsite support for local servers and networking equipmentDevelop a working understanding of the local LAN environment and topologySupport infrastructure outsourcing partners with onsite assistance as neededVMware exposure in a small server environment is a plusCustomer Service & CollaborationDeliver high‑quality customer support with patience and professionalismCommunicate technical issues clearly in non‑technical termsEngage directly with internal clients, often requiring onsite visits to resolve issuesBe flexible with schedules and available for after‑hours emergencies when requiredRequired Qualifications3+ years of desktop support experienceExperience working with: Windows 10Microsoft Office 365ServiceNow or similar ticketing systemsAbility to assess service tickets, escalate appropriately, and maintain ownership through resolutionBasic understanding of networking and server conceptsComfortable working fully onsite in an industrial/manufacturing environmentStrong customer service and problem‑solving skillsPreferred QualificationsExperience assisting with mainframe implementationsExposure to VMware environmentsPrior work in an industrial or manufacturing settingHelp desk or customer‑facing IT support backgroundEducationAssociate's Degree in Computer Science, Information Technology, or a related field preferredIdeal Candidate ProfileEasygoing, adaptable, and team‑orientedCustomer‑service minded with a strong sense of responsibilityWilling to jump in, leave the desk, and resolve issues in personEager to learn and expand technical skillsProblem‑solver who may not always know the answer but is driven to find it Desired Skills and ExperienceJob Description:Desktop Support:Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.Ensure customer issues/tickets are resolved in a timely manner. - Ticket System: Service NowAssist end users with packaged software and some basic support of critical applications.Software installations and license tracking and support.Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc). Work closely with Corporate IT on hardware purchasing and asset management.Technical:Provide more advanced infrastructure support to devices resident at the location that are not supported by Client infrastructure outsourcing partner.Acquire and maintain a basic understanding of the location Local Area Network (LAN) setup/topology in order to troubleshoot network issues that may occur at the site.Provide onsite (basic support) to Client infrastructure outsourcing partner with regards to server and network infrastructure resident at the location.Acquire and maintain current knowledge relevant product offerings and support policies to provide technically accurate solutions to users.Customer Service:Provide quality support to user community, employing a high degree of customer service, technical expertise, and timeliness.Resolve problems with a high degree of patience and problem management techniques.Convey technical issues in laymen's terms so the customer can understand.Minimum:3 year's work experience in desktop supportIndustrial work environmentProficiency in MS OS and other regular packaged softwareEssential networking and server skillsDexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.     Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.