Deskside Technician

Key Responsibilities

• Provide onsite hardware and software support services, including break/fix support for desktop and laptop computers.
• Deploy, image, and configure Windows 10 and Windows 11 devices using Microsoft SCCM and PowerShell scripts.
• Install and configure both standard and non-standard software applications.
• Diagnose end-user system failures and implement effective repair solutions.
• Troubleshoot desktop, laptop, operating system, software, and peripheral issues.
• Troubleshoot network connectivity and network devices to ensure PCs remain connected during the imaging and deployment process.
• Verify devices maintain network connectivity throughout the build, deployment, and refresh process.
• Assist end users during PC refreshes, including system configuration, data synchronization, and post-deployment support.
• Clearly explain refresh processes and provide technical guidance to end users throughout the deployment experience.
• Document completed work, software installations, troubleshooting activities, task status, and asset information.
• Track assigned tasks, deployments, and installations while maintaining accurate project documentation.
• Perform quality assurance (QA) activities to ensure all deployments meet established standards.
• Follow established processes, documentation, and project procedures.
• Demonstrate flexibility by adapting to changing priorities and supporting a variety of technical activities as business needs evolve.

Required Qualifications

• Experience supporting Windows 10 environments.
• Expertise supporting Windows 11.
• Demonstrated experience performing non-standard software installations.
• Demonstrated experience loading computer images using Microsoft SCCM and PowerShell scripts.
• Experience providing onsite hardware and software support, including break/fix services.
• Demonstrated ability to diagnose end-user system failures and implement effective repair solutions.
• Demonstrated ability to troubleshoot network connectivity and network devices to ensure successful workstation deployment.
• Strong technical troubleshooting skills involving desktop hardware, operating systems, software applications, and peripherals.
• Excellent customer service, verbal, and written communication skills.
• Demonstrated ability to clearly explain technical concepts and PC refresh processes to end users, including assisting with configuration and synchronization of refreshed computers.
• Demonstrated flexibility to manage multiple priorities and adapt to changing project requirements.
• Ability to remain calm, professional, and solution-oriented when activities do not go according to plan.
• Strong organizational skills with exceptional attention to detail.
• Demonstrated ability to follow standardized processes and procedures.
• Experience documenting work performed, tracking tasks and software installations, and completing quality assurance (QA) activities.