Support Services Deskside Technician

GDR Group•San Diego, CA

13d•$25 - $30•Hybrid

About The Position

GDR Group is seeking an enthusiastic, customer-focused, and tech-savvy team member to join their Service Desk. This is an entry-level role with training and mentoring provided. The position may be assigned to a hybrid schedule, involving up to two days per week onsite at a client location for deskside support and up to three days per week in the Irvine office for phone/remote support across clients. Work location and schedule can vary based on client and business needs.

Requirements

Familiarity with supporting and troubleshooting Windows and Apple computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).
Familiarity with troubleshooting peripherals such as multi-function printers, scanners, and webcams.
Basic understanding of user account administration (user accounts and security groups) in Active Directory and/or Azure AD.
Comfortable learning and supporting common business applications such as Microsoft Office, QuickBooks, and Sage.
Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi.
CompTIA A+, Network+, or Microsoft Certification preferred.
0–1 years of help desk, deskside, or customer service experience (internship, part-time, or school experience acceptable).
Exposure to supporting users in a professional/business environment is preferred.

Nice To Haves

Exposure to device management concepts and tools (e.g., Intune) is a plus.
Familiarity with virtualization concepts (e.g., VMware, Hyper-V) is a plus.
Familiarity with ITSM / ticketing system terminology and concepts.

Responsibilities

Provide and maintain excellent customer service through a positive support experience.
Provide Level 1 support for operating systems, business applications, hardware, and basic networking.
Assist with onsite deskside support tasks, including workstation setups, basic hardware swaps, printer troubleshooting, and conference room/AV basic support.
Own assigned tickets by documenting troubleshooting steps, entering time, and providing timely status updates in alignment with established service objectives (SLOs).
Collaborate with the IT Service Coordinator on scheduling and escalations.
Communicate progress on incidents and requests by providing timely updates or changes to both client contact and internal teams.
Enter all work performed into the Autotask (PSA) ticketing system.
Work effectively in a team and communicate clearly.
Follow troubleshooting runbooks and escalate incidents or requests when additional support is needed or when resolution is not achievable within required timeframes.
Competently communicate technical information to both technical and non-technical end users.
Learn each client’s environment and how IT supports their day-to-day operations.
Collaborate with the team to identify recurring issues and opportunities to improve documentation and support processes.
Participate in On-Call shift rotation.