Deskside Support

About the Role

A skilled and experienced Level 2 Deskside Technician is sought to join the IT Support Services team. This role involves providing advanced technical support to end-users, resolving complex hardware and software issues, and assisting with IT projects and initiatives.

Responsibilities

• Provide second-level technical support to end-users for complex hardware, software, and peripheral issues; resolve escalated support tickets efficiently.
• Diagnose and troubleshoot advanced hardware, software, network, and system issues; perform root cause analysis and implement long-term solutions.
• Assist with installation, configuration, and maintenance of desktops, laptops, printers, and other IT equipment according to company standards.
• Provide in-depth guidance and assistance to end-users on IT-related issues, including software usage, system navigation, and advanced troubleshooting steps; educate users on best practices and security protocols.
• Maintain accurate records of IT assets, including hardware inventory, software licenses, and equipment assignments; assist with asset tracking, deployment, and decommissioning.
• Create and maintain documentation for IT support processes, procedures, and troubleshooting guides; ensure knowledge base articles are up-to-date and accessible.
• Escalate unresolved issues to higher-level support teams or vendors as necessary; follow up on escalated tickets to ensure timely resolution.
• Perform routine maintenance tasks such as software updates, system backups, and hardware inspections to ensure reliability and performance of IT equipment.
• Collaborate with IT support teams, network administrators, and other stakeholders to address and resolve technical issues; participate in team meetings and continuous improvement initiatives.
• Deliver exceptional customer service by maintaining a professional and friendly demeanor; ensure user satisfaction through effective communication and prompt issue resolution.
• Assist with IT projects and initiatives, including hardware and software upgrades, system migrations, and new technology implementations.

Requirements

• 3-5 years of experience in IT support, helpdesk, or deskside technician roles; proven experience resolving complex technical issues and supporting advanced IT environments.
• Proficiency in troubleshooting hardware and software issues on Windows and macOS platforms; strong knowledge of networking principles, printers, and peripheral devices.
• Experience with Active Directory, group policies, and remote support tools.
• Excellent verbal and written communication skills; ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving skills; ability to diagnose issues, identify root causes, and implement effective solutions.
• Commitment to delivering high-quality customer service; ability to handle user inquiries and complaints with patience and professionalism.
• Strong organizational and time management skills; ability to prioritize tasks and manage multiple support requests simultaneously.
• Ability to adapt to new technologies, processes, and procedures quickly; willingness to continuously learn and improve technical skills.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field is preferred.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, CompTIA Network+) are advantageous.