Deskside Support Technician
About The Position
Desk-Side Support includes on-site technical assistance provided directly to end users to diagnose, troubleshoot, and resolve hardware, software, and connectivity issues affecting desktop and laptop systems. Essintial technicians perform the following services: Interview end users to identify and diagnose reported issues. Verify proper system startup and boot processes. Inspect and test desktop, laptop, and peripheral device functionality. Troubleshoot reported hardware and software failures. Perform software diagnostics within manufacturer and licensing guidelines. Resolve device driver conflicts. Troubleshoot and resolve software compatibility and configuration issues. Remove malware and viruses using approved tools and procedures. Configure user profiles, directories, and permissions as authorized. Configure and troubleshoot remote access services. Perform administrative system configuration as directed. Create, manage, and clear print queues. Test network connectivity, including user authentication, file access, printer access, and network communication. Configure and verify directory synchronization where applicable. Reinstall or reload applications using customer-provided software and licensing. Verify complete system functionality following repairs, including connectivity to servers, network resources, and printers. Document all work performed in accordance with customer and Essintial requirements. Obtain end-user confirmation that services have been completed and the reported issue has been resolved to their satisfaction. Essintial technicians follow established customer procedures, security requirements, and service level expectations while delivering professional, timely, and customer-focused support.
Requirements
- Minimum of 2–3 years of desktop/desk-side support experience in an enterprise environment.
- Strong understanding of End User Computing (EUC) services and support best practices.
- Experience imaging, deploying, and configuring desktops and laptops using customer-provided operating system images and deployment tools.
- Proven ability to diagnose and resolve desktop, laptop, hardware, software, and peripheral issues.
- Proficiency supporting Microsoft Windows operating systems, including Windows 10 and Windows 11.
- Experience supporting Microsoft Outlook , Microsoft 365 (Office 365) , and other standard productivity applications.
- Experience configuring, supporting, and troubleshooting Apple iOS (iPad/iPhone) and Android mobile devices.
- Working knowledge of Active Directory , including user account management, password resets, group membership, and basic administrative tasks.
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and network printer configuration.
- Excellent customer service, communication, and interpersonal skills with the ability to support users at all organizational levels.
- Strong analytical, troubleshooting, and problem-solving skills with the ability to prioritize multiple service requests.
- Ability to work independently while collaborating effectively with customers, team members, and technical support groups.
- Ability to document work accurately within ticketing systems and follow established customer procedures and service level agreements (SLAs).
Nice To Haves
- Windows 7 experience is a plus where legacy environments exist.
Responsibilities
- Interview end users to identify and diagnose reported issues.
- Verify proper system startup and boot processes.
- Inspect and test desktop, laptop, and peripheral device functionality.
- Troubleshoot reported hardware and software failures.
- Perform software diagnostics within manufacturer and licensing guidelines.
- Resolve device driver conflicts.
- Troubleshoot and resolve software compatibility and configuration issues.
- Remove malware and viruses using approved tools and procedures.
- Configure user profiles, directories, and permissions as authorized.
- Configure and troubleshoot remote access services.
- Perform administrative system configuration as directed.
- Create, manage, and clear print queues.
- Test network connectivity, including user authentication, file access, printer access, and network communication.
- Configure and verify directory synchronization where applicable.
- Reinstall or reload applications using customer-provided software and licensing.
- Verify complete system functionality following repairs, including connectivity to servers, network resources, and printers.
- Document all work performed in accordance with customer and Essintial requirements.
- Obtain end-user confirmation that services have been completed and the reported issue has been resolved to their satisfaction.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
