Desktop Support Technician

About American Technology Services LLC

American Technology Services (ATS) started in 1994 with the same mission as today, providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most – the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our “corporate knowledge” about our clients’ IT operations helps our clients perform at a higher level.

About the role

ATS is seeking a customer-focused and proactive Onsite Technician II to support one of our enterprise clients at their Wilmington, DE corporate office. This position serves as the primary onsite IT resource, providing Level 2 technical support, maintaining office technology, and ensuring employees have a positive technology experience throughout their workday. The ideal candidate enjoys working directly with end users, thrives in a hands-on support environment, and can effectively balance walk-up requests, ticketed work, and proactive site maintenance activities.

What you'll do

• Troubleshoot hardware, software, and connectivity issues with a focus on timely resolution and excellent customer service.
• Provide both walk-up and remote end-user support.
• Support employee onboarding, offboarding, and workstation setup activities.
• Troubleshoot audio/video, camera, display, and meeting connectivity issues.
• Coordinate repairs or replacements as needed to minimize business impact.
• Perform routine site wellness checks to verify office IT infrastructure and equipment is functioning properly.
• Document and track maintenance activities, issues, and resolutions.
• Maintain accurate asset inventory records and assist with asset audits and refresh initiatives.
• Manage and resolve support tickets while meeting service level expectations.
• Maintain detailed documentation of work performed and issue resolution.
• Contribute to knowledge articles and process documentation when appropriate.
• Coordinate with facilities teams and third-party vendors on technology-related projects and repairs.
• Support office moves, equipment installations, cabling activities, and other onsite initiatives.

Qualifications

• 2+ years of desktop support, help desk, or end-user support experience.
• Experience supporting Windows, and Microsoft 365 applications.
• Experience troubleshooting desktop hardware, software, printers, and peripherals.
• Experience supporting conference room technology.
• Experience with Citrix or virtual desktop environments.
• Strong customer service, communication, and organizational skills.
• Ability to work independently in an onsite support role.
• Experience working within a ticketing system such as ServiceNow.
• Strong ability to prioritize competing requests and manage workload independently in a fast-paced environment.

Qualifications Preferred

• Experience with hardware deployments, asset management, and lifecycle programs.
• Experience serving as the primary onsite IT resource for a corporate office environment.
• Familiarity with Microsoft Intune, Azure AD/Entra ID, or endpoint management tools.
• Associate's or Bachelor's degree in Information Technology or related field, or equivalent work experience.

What Success Looks Like

• Delivering exceptional customer service and technical support.
• Maintaining a visible and approachable onsite IT presence.
• Keeping conference rooms and office technology operational.
• Resolving support requests efficiently and documenting work thoroughly.
• Proactively identifying and addressing issues before they impact users.

Work Environment

• Full-time (Monday – Friday, 8:30 AM – 5:00 PM ET) onsite position located in Wilmington, DE.
• Regular interaction with end users, facilities teams, vendors, and remote support teams.
• Occasional lifting and movement of IT equipment may be required.

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