Deskside Technician

Provide remote deskside (virtual) technical support for users across various support options. ? Resolve hardware/software issues, respond to technical questions, and escalate incidents as necessary. ? Interact with end-users professionally and efficiently, providing excellent customer service. ? Follow standard operating procedures, privacy/security protocols, and incident tracking tools. ? Collaborate with the peers and Resolver groups to ensure timely resolution of issues and continuity of service. ? Attend and complete required training related to systems, privacy (FERPA/HIPAA), identity management, and data security. Requirements: ? 2+ years of experience in IT Helpdesk or deskside support (remote support experience preferred). ? Strong troubleshooting skills across Windows, macOS, mobile platforms, and common enterprise applications. ? Familiarity with ticketing systems, remote assistance tools, and virtual support technologies. ? Excellent communication skills, with a customer-focused and service-oriented mindset. ? Ability to follow established processes and documentation while maintaining high levels of confidentiality. ? U.S. work authorization required; must pass background check as per Coforge's vetting process. Preferred Qualifications: ? Prior experience supporting higher education institutions or similar regulated environments. ? Knowledge of FERPA, HIPAA, and other compliance frameworks related to higher education. ? Experience working with service-level agreements (SLAs) in a managed services context.