Contract Position (est 3+ months)

JSG are seeking a skilled and experienced Helpdesk Engineer to provide advanced technical support to end-users in a fast-paced environment. This role serves as a key escalation point for complex issues, delivering high-quality troubleshooting and resolution for hardware, software, and infrastructure-related problems. The ideal candidate is a proactive problem-solver with deep expertise in desktop/laptop support, Microsoft Office suite, and core IT infrastructure components. While this is an individual contributor role, the Helpdesk Engineer often contributes to process improvements.

Key Responsibilities Serve as the primary escalation point for unresolved tickets from junior helpdesk staff, diagnosing and resolving complex technical issues efficiently. Provide frontline and advanced support to end-users via phone, email, remote desktop tools, chat, and in-person assistance (as needed). Troubleshoot and resolve problems related to desktops, laptops, peripherals, printers, mobile devices, and other hardware. Support Microsoft Windows operating systems (Windows 10/11), Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Teams, etc.), Microsoft 365/Office 365 applications, and related productivity tools. Manage and resolve issues with core infrastructure-related software and hardware, including Active Directory user accounts, group policies, basic network connectivity, VPN, email configuration, antivirus/endpoint security software, and printing/scanning systems. Perform hardware diagnostics, repairs, upgrades, and imaging/reimaging of workstations and laptops. Install, configure, and maintain software applications, patches, and updates while ensuring minimal disruption to users. Document resolutions, create knowledge base articles, and maintain accurate ticket records in the IT service management system. Identify recurring issues and recommend preventive measures or process enhancements to reduce future incidents. Collaborate with other IT teams (e.g., network, systems administration, security) to resolve cross-functional problems. Assist in onboarding new users, setting up workstations, and deploying hardware/software. Mentor and provide guidance to junior helpdesk team members on technical issues and best practices (without formal supervisory duties). Maintain high levels of customer service, communicating clearly and professionally with users at all organizational levels.
Required Qualifications and Skills 4–7+ years of hands-on experience in IT helpdesk, desktop support, or service desk roles, with proven progression to handling complex/escalated issues. Strong proficiency in supporting Windows-based desktops and laptops, including hardware troubleshooting, OS installation, and configuration. Expert-level knowledge of Microsoft Office/365 products and troubleshooting common issues (e.g., Outlook email setup, Excel macros, Teams collaboration, OneDrive sync problems). Solid understanding of IT infrastructure components, such as Active Directory, basic networking (TCP/IP, DNS, DHCP), group policies, file shares, and endpoint security tools. Experience with remote support tools, ticketing systems, and imaging tools Excellent problem-solving and analytical skills, with the ability to diagnose root causes quickly. Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Customer-focused mindset with patience and professionalism under pressure. Ability to prioritize tasks, manage multiple tickets, and meet service level agreements (SLAs).
Preferred Qualifications Relevant certifications are ideal, with a strong desire for continuous learning. Experience supporting macOS or mobile device management (MDM) a plus. Familiarity with cloud services (Azure ) for automation.


JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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