Deskside Support Technician
About The Position
The Deskside Support Technician provides phone and in-person technical support to users in a hybrid work environment. The role supports Windows 11, Microsoft 365 applications, computers, mobile devices, network infrastructure, peripherals, and client-specific software. It serves as the first point of contact for IT support requests, resolving issues or escalating them as needed. The technician also supports business functions across office, sales, delivery, production, and warehouse environments; manages IT assets and mobile device deployments; provides audio/visual support; and assists with project deployments and vendor management. After-hours support for P1 and P2 issues may be required.
Requirements
- Must be a U.S. citizen or lawful permanent resident.
- Two-year AA/AAS degree or equivalent.
- Two to four years of experience supporting clients on-site and remotely in an enterprise corporate IT environment.
- Proficiency troubleshooting laptops, desktops, network printers, and other peripherals.
- Strong knowledge of Microsoft 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.
- Ability to lift up to 40 pounds, stand or walk for extended periods, use stairs or ramps, and kneel or work under desks or in confined spaces.
- Dependability, proactive work ethic, ability to work with strong personalities and meet customer expectations, responsiveness to leadership feedback, and a positive, team-oriented attitude.
Nice To Haves
- Audio/visual support experience.
Responsibilities
- Provide phone and in-person technical support for users and resolve or escalate IT support requests.
- Troubleshoot hardware, software, network, and peripheral 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 in ServiceNow.
- Install, configure, and troubleshoot Windows 11 systems, Samsung phones, Apple iPhones and iPads, Microsoft 365 applications, and client-specific software.
- Manage mobile IT asset deployment and retrieval using MDM software, including AirWatch and Knox Portal, and support laptop and desktop 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, configuration, provisioning of 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
Entry Level
Education Level
Associate degree
