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Desktop Technician L2

  • Location: Troy, 60015
  • Salary: $44.53 - $44.53 / hour
  • Job Type:Contract

Posted about 2 months ago

Title: Desktop Technician Level 2

Type: Contract - 12 months

Location: Troy or Plymouth Michigan

Our client is seeking a Desktop Technician Level 2.

This person will be providing:
  • Level One Desktop Support-wireless, connectivity issues
  • MAC-Moves adds, changes
  • Network Data Migration-closing of plants, inventory of equipment, IP SUBNETTING, switching configurations
  • Workstation Refresh
  • Car travel to other locations-25% of the time
  • Occasionally Air travel-Paid up front by client 10% of the time
1.1 Level 1 Support
 Level 1 support provides initial call logging, and problem support and diagnosis services for end user problems.
  • Single Point of Contact.
  • Perform initial problem determination and assigning priority for incident &problem/request.
  • Resolve incidents &problem /requests.
  • Transfer incident &problem/request to other support group for resolution. 
  • Provide status information’s about problem and escalate problem.
  • In agreement with customer, resolve/close incident &problem/request. 
2. Desktop management
Desktop Management services cover the entire 'life cycle' of desktop environments, from deploying the desktops and software, to running the network and supporting the user. It provides IT assistance to the client by providing onsite and remote support of desktop& laptop workstations and peripherals. Onsite Support involves assistance to the client by physically working on the equipment. This service is provided on customer location. Remote Support involves assistance to clients such as remote takeover, telephone support.
  • Receive initial incident/request notification from customer service center or other source.
  • Incident/request priority, impact validation and diagnosis.
  • Perform IMAC Install / Move / Add / Change services onsite and remotely.
  • Attempt to take over the client workstation via a remote agreed takeover SW tool.
  • Provide support for standard products (approved hardware and software).
  • Apply emergency software fixes in support of incident resolution.
  • Virus eradication using agreed procedures.
  • Reload standard image (via server or CD) if required based on diagnosis.
 2.1. IMAC
  • “IMAC” stands for Install, Move, Add, and Change.  
  • IMAC Perform services include the physical act of performing Install, Move, Add, change activities as well as Data Migration activities sometimes included as part of an Install.
  • Before any IMAC services, additional activities are performed to verify that all prerequisites are met.
  • Receive, check, and configure hardware.
  • Load the agreed and approved image, together with standard and specific software.
  • Test workstation prior to hand over to end user.
 2.1.1. Install
  • Install involves the setup of workstation. It includes testing the workstation (desktop, laptop), connecting it on network, setup and connection of peripheral devices which are approved by customer side. 
  • Workstation setup and connection of workstations (desktop, laptop) and peripherals (printers, scanners, etc.).
  • Test the workstations to verify that hardware and software are functional.
  • Installing other approved peripherals.
  • 2.1.2. MAC Move
  • This activity consists of moving currently installed workstation and peripherals from one client location to the new client location.
  • Base Activities:
    • Disconnect a currently installed workstation together with peripherals (if any).
    • Move equipment from the current client location to newly desired client location (within the same facility or between facilities). Couriers’ services could be included in this activity.
    • Connect workstation together with peripheral (if any) and test system to verify that all functionalities are met. Move (Remove)
  • Disconnect a currently installed workstation together with peripherals (if any).
  • Move equipment from the current client location to a customer-designated storage area for removal/disposal by the customer.
  • Wipe hard drive(s) in agreement with customer with pre-defined and agreed procedure in a case that it is part of IBM responsibility. Add (Hardware & Software)
  • A Hardware and Software Add is the onsite installation of a hardware device and corresponding drivers or software application (CD or via network).
  • Base Activities:
    • Add to an existing system unit by installing additional hardware device(s) (printers, scanner, modem, etc.) together with corresponding drivers.
    • Installing new application or some upgrade/patch to the workstation.
    • Test the added item (hardware or software) to check that all functionalities are met. Change (Hardware & Software)
  • A Hardware and Software Change is a modification to an existing HW or SW configuration.
  • Base Activities:
    • Modify settings or configuration of existing hardware device(s) and corresponding drivers and settings or configuration of existing software.
    • Test HW or SW modifications to meet functionality.
2.1.3. Data Migration
  • Data Migration includes migration of data from one computer to another for end user as a part of completing computer install process (e.g., workstation refresh).
  • Data migration is end user responsibility if otherwise is not defined in contract. 
  • Notify end user that data and data migration are end user responsibility.
  • Migration of end user data from one workstation to another.
  • Upon completion, confirm with client that migration is to his/her satisfaction.
  • Ensure that no end user data is retained by the IBM technician upon completion of Data Migration.
  • Ensure compliance with Data privacy laws. 
2.1.4. Workstation Refresh
  • Refresh is the process of replacing an existing workstation with new one. It includes installing new workstation, data migration from old to new workstation, removing old workstation.
  • Considering that refresh is a prearranged project following general steps applies:
    •  Schedule the Refresh date with the customer Focal Point and the requesting End User.
    •  Install new workstation.
    •  Test the workstation and peripherals (if any) to verify that all functionalities are met .

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.