Deskside Support Specialist

ABM US•GA, GA

10d•Onsite

About The Position

The Deskside Support Specialist provides personalized IT support to Team Members and Senior Leaders in a fast-paced environment. The role delivers responsive, professional customer service while troubleshooting technical issues, proactively managing technology, documenting support, and training users. Confidentiality and professionalism are essential when supporting senior leaders and handling sensitive data. The position provides on-site and remote support for desktop and mobile devices, including setup, configuration, optimization, and troubleshooting. It also manages account credentials, permissions, and secure access; performs proactive maintenance; documents and follows up on support requests; tracks service metrics and SLAs; and collaborates with other IT teams. This is an onsite role with 30% travel and on-call requirements.

Requirements

Bachelor’s degree in Information Technology, Engineering, or a technology-related field.
At least 3 years of experience in desktop support duties.
Proficiency with Windows, Mac OS, and the M365 platform.
Experience configuring, managing, and supporting Android, iPhone, and tablet devices.
Strong technical acumen.
Excellent communication, customer service, and problem-solving skills.
Strong interpersonal skills and the ability to influence team members internally and externally.
Strong analytical and organizational skills.
Ability to manage complex issues professionally.
Ability to multitask, prioritize, and handle multiple requests.
Ability to meet the onsite, 30% travel, and on-call requirements.

Responsibilities

Provide on-site and remote technical support to Team Members and Senior Leadership.
Set up, configure, and optimize desktop and mobile devices.
Troubleshoot hardware, software, network, and connectivity issues.
Deliver attentive, high-quality service in every interaction.
Respond promptly to service requests and resolve issues with minimal disruption.
Manage Team Member account credentials, permissions, and secure access protocols.
Perform proactive maintenance and address issues before they affect productivity.
Document support interactions, steps taken, and resolutions in ticketing systems and the knowledge base.
Follow up to ensure support needs have been met.
Manage service request and SLA metrics and identify areas for improvement.
Train users on best practices and technology updates, including personalized software and hardware training as needed.
Protect VIP data and privacy by adhering to confidentiality guidelines, organizational policies, and secure device practices.
Collaborate with other IT teams as needed.
Go above and beyond to deliver excellent service.