Deskside Support Technician

Qualifications

• 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
• Audio/Visual (A/V) experience a plus
• 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

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
• Provide Audio/Visual (A/V) support for meetings, conferences, and briefings
• Aid with configuration management, including deployments, imaging, and provisioning Software distribution
• Maintain IT asset management, tracking, and inventory control

Physical Requirements

• Must be able to lift up to 40 lbs
• Must be able to stand or walk for extended periods of time
• Must be able to walk up and down stairs or ramps
• Must be able to kneel and work under desks or in confined spaces

Soft Skills

• Dependable 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

Physical and Mental Demands

• Maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors