Deskside Support Technician
About The Position
The Deskside Support Technician provides hands-on technical support to both on-site and remote employees, ensuring reliable day-to-day IT operations across the organization. This role focuses on delivering responsive, professional end-user support, troubleshooting hardware and software issues, and maintaining a high level of customer satisfaction in a fast-paced enterprise environment. This position may occasionally support senior and executive leaders, but the primary focus is broad end-user deskside support. The ideal candidate is service-oriented, calm under pressure, and experienced in delivering exceptional technical expertise, professionalism, discretion, and responsiveness in a fast-paced, on-site enterprise environment.
Requirements
- 3+ years of experience supporting end users in a help desk or deskside support environment
- Strong knowledge of Microsoft Windows operating systems (configuration, troubleshooting, and optimization)
- Experience supporting Microsoft 365 (Outlook, Word, Excel, PowerPoint, OneDrive, SharePoint, Teams)
- Experience supporting collaborations tools (Zoom, Microsoft Teams, WebEx)
- Demonstrated ability in troubleshooting hardware, A/V equipment and peripherals (Laptops, desktops, printers, monitors, docking stations, etc.)
- Basic TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
- Experience with Cisco AnyConnect and remote support tools (e.g., Remote Desktop, RealVNC)
- Familiarity using ticketing systems (ServiceNow)
- Support corporate-issued and BYOD mobile devices (iOS and Android), including setup, configuration, troubleshooting, and user assistance
- Strong customer service mindset with clear and professional communication skills
- Ability to prioritize tasks and manage time effectively
- Ability to work independently and collaboratively in a team environment
Nice To Haves
- Strong documentation skills, including creating or updating procedures, checklists, and knowledge base articles
- Experience participating in IT projects, such as hardware refreshes, OS upgrades, office moves, or technology rollouts
- Ability to assist with device deployment projects, including imaging, configuration, asset tagging, and inventory reconciliation
- Familiarity with standardization and process improvement initiatives within an IT support environment
- Exposure to vendor coordination or third-party support during project implementations
Responsibilities
- Provide Tier 1–2 deskside and remote support for employees across the organization
- Diagnose and resolve hardware, software, mobile device, and connectivity issues
- Support Windows laptops, desktops, printers, peripherals, and docking stations
- Troubleshoot LAN, WAN, Wi-Fi, VPN, and basic network connectivity issues
- Assist users with Microsoft 365 applications and collaboration tools
- Monitor, manage, and resolve help desk tickets using ServiceNow or a similar platform
- Ensure accurate documentation, prioritization, escalation, and timely closure of incidents
- Escalate complex or unresolved issues to appropriate IT teams as needed
- Assist with major incident response and recovery efforts when required
- Onboard new hires by preparing equipment, performing technical setup, and providing user orientation
- Deliver end-user training and basic technology guidance as needed
- Document procedures, solutions, and support processes for internal reference
- Communicate technical information clearly to non-technical users
- Adhere to IT security policies, compliance standards, and data protection requirements
- Handle user information responsibly and maintain confidentiality
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
