Deskside Support Technician
About The Position
The Level 1 Desktop Technician provides essential phone and in-person technical support to users, addressing a wide range of issues related to email, computer operating systems, desktop applications, and other deployed software. This role serves as the primary point of contact for IT support requests, ensuring timely resolution or escalation. Responsibilities include troubleshooting hardware, software, and peripheral issues within a hybrid work environment, documenting support activities using an ITSM solution like ServiceNow, and managing IT asset deployment and retrieval. The technician will also be involved in configuring and troubleshooting Microsoft operating systems, Office 365, Microsoft Teams, and client-specific software, as well as providing Audio/Visual support and participating in an after-hours support rotation. The position requires strong problem-solving skills, excellent communication, and the ability to work both independently and as part of a team, while maintaining a customer-focused approach.
Requirements
- US citizen or Lawful Permanent Resident
- High School Diploma or equivalent
- 1-3 years of experience in IT support or related field supporting clients on site in a corporate environment
- Proficiency in troubleshooting laptops, desktops, printers, and other peripherals
- Strong knowledge of Microsoft Office applications and client-specific software
- Familiarity with Active Directory, Workstation OS (Windows 10/11)
- Experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other Remote Assistance
- Basic understanding of network protocols, including TCP/IP and wireless connections
- CompTIA A+ certification
- Excellent communication skills, both written and verbal
- Ability to work independently and as part of a team
- Strong problem-solving skills and attention to detail
- Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines
- Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user
- Must possess exceptional written and verbal communication skills (in English)
- Ability to quickly learn and acquire expertise in client's custom applications
- Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen
- Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure
- Team player who is invested in and strives to maximize team/department performance
- Dependability and proactive work ethic
- Ability to work with strong personalities and meet customer expectations
- Coachable and responsive to feedback from leadership
- Team player with a positive attitude
Nice To Haves
- Audio/Visual (A/V) experience a plus
- Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered
Responsibilities
- Provide phone and in-person technical support for users, addressing issues related to email, computer operating systems, desktop applications, and other deployed or developed applications
- Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation
- Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment
- Document support requests and resolutions using an IT Service Management (ITSM) solution such as ServiceNow
- Install, configure, and troubleshoot Microsoft operating systems, Office 365 applications, Microsoft Teams, and client-specific software
- Set up and maintain workstation components, including network cards, sound cards, video cards, printers, scanners, and video teleconferencing equipment
- Manage IT asset deployment and retrieval, including laptops and mobile devices, during employee onboarding and offboarding
- Provision multi-factor authentication (MFA) solutions
- Perform root cause analysis and generate requested reports from ServiceNow
- Participate in an after-hours support rotation as needed
- Provide Audio/Visual (A/V) support for meetings, conferences, and briefings
- Assist with configuration management, including deployments, imaging, and provisioning
- Software distribution
- Maintain IT asset management, tracking, and inventory control
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
