Deskside Support Technician
About The Position
The Deskside Support Technician provides phone and in-person technical support for users in a hybrid work environment. The role supports Windows 11, Office 365 applications, desktops, laptops, mobile devices, hardware, software, peripherals, and network infrastructure. The technician serves as the first point of contact for IT support requests, resolving issues or escalating them as appropriate, and documents requests and resolutions in ServiceNow. The position includes installing, configuring, and troubleshooting user devices and software; managing IT asset deployment, retrieval, and inventory; supporting onboarding and offboarding; and providing audio/visual support for meetings and conferences. The technician also assists with project deployments, imaging, provisioning, software distribution, and vendor management. After-hours support for priority 1 and priority 2 issues may be required.
Requirements
- Must be a U.S. citizen or lawful permanent resident.
- Two-year AA/AAS degree or equivalent.
- 2–4 years of experience supporting clients on-site and remotely in an enterprise corporate environment.
- Proficiency troubleshooting laptops, desktops, network printers, and other peripherals.
- Strong knowledge of Microsoft Office 365 applications and client-specific software.
- Familiarity with Active Directory, PXE imaging, and Windows 11 workstations.
- Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium, or other remote assistance utilities.
- Basic understanding of network protocols, including TCP/IP and wireless connections.
- Excellent written and verbal communication skills.
- Ability to work independently and as part of a team.
- Strong analytical problem-solving skills and attention to detail.
- Dependability and a proactive work ethic.
- Ability to work with strong personalities and meet customer expectations.
- Willingness to receive and respond to feedback from leadership.
- Team player with a positive attitude.
- Must be able to lift up to 40 pounds, stand or walk for extended periods, walk up and down stairs or ramps, and kneel and work under desks or in confined spaces.
Nice To Haves
- Audio/visual support experience.
Responsibilities
- Provide phone and in-person technical support for users, addressing issues with Windows 11, Office 365 applications, desktops, laptops, and mobile devices.
- Serve as the first point of contact for IT support requests and resolve or escalate issues in a timely manner.
- Troubleshoot and resolve hardware, software, peripheral, and network issues in a hybrid work environment.
- Support Cisco network infrastructure, including routers, switches, IPS circuits, MDFs, and IDFs.
- Use network monitoring tools such as SolarWinds.
- Support office, sales, delivery, production, and warehouse WMS functions.
- Document support requests and resolutions using ServiceNow.
- Install, configure, and troubleshoot Windows 11 systems, Samsung phones, Apple iPhones and iPads, Office 365 applications, and client-specific software.
- Manage mobile IT asset deployment and retrieval using MDM software such as AirWatch and Knox Portal, including laptops and desktops during employee onboarding and offboarding.
- Provision OKTA multi-factor authentication solutions.
- Participate in after-hours P1 and P2 support as needed.
- Provide audio/visual support for meetings, conferences, and briefings.
- Assist with project deployments, imaging, configuring and provisioning IT assets, and vendor management.
- Distribute and install software.
- Maintain IT asset management, tracking, and inventory control.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
