Deskside Technician

About the Role

We are seeking a skilled and experienced Level 2 Deskside Technician to join our IT Support Services team. This role provides advanced technical support to end-users, resolves complex hardware and software issues, and assists with IT projects and initiatives. Strong technical expertise, excellent problem-solving abilities, and a commitment to delivering exceptional customer service are required.

Responsibilities

• Provide second-level technical support to end-users for complex hardware, software, and peripheral issues.
• Resolve escalated support tickets in a timely and efficient manner.
• Diagnose and troubleshoot advanced hardware, software, network, and system issues.
• Perform root cause analysis and implement long-term solutions to prevent recurrence.
• Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
• Ensure devices are set up according to company standards and user requirements.
• 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 to users.
• Escalate unresolved issues to higher-level support teams or vendors as necessary and follow up on escalated tickets.
• Perform routine maintenance tasks, such as software updates, system backups, and hardware inspections.
• Work closely with IT support teams, network administrators, and other stakeholders to address and resolve technical issues.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Deliver exceptional customer service by maintaining a professional and friendly demeanor.
• 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, with the ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving skills.
• Commitment to delivering high-quality customer service.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple support requests.
• 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.