Deskside Technician I

About the role

We are seeking a dependable and customer-focused Desktop Support Technician to provide hands-on and remote technical support for end-users, workstations, mobile devices, phones, printers, and other IT equipment. This role is responsible for troubleshooting technical issues, deploying and maintaining hardware, supporting employee onboarding and offboarding, and ensuring IT assets remain secure, properly documented, and operational throughout their lifecycle.

Responsibilities

• Provide in-person and remote technical support for desktops, laptops, printers, monitors, docking stations, Apple iPhones, Cisco VoIP phones, and other peripherals.
• Perform workstation builds, device imaging, operating system and software installations, system refreshes, and deployments using approved images, tools, procedures, and checklists.
• Diagnose and resolve hardware and software issues involving Windows operating systems, Apple devices, standard business applications, email, VPN, and network connectivity.
• Install, replace, configure, troubleshoot, and repair hardware components and peripheral equipment.
• Install, configure, and troubleshoot Cisco VoIP phones and related equipment.
• Troubleshoot printers, network-connected devices, mobile devices, and other common office technology.
• Diagnose basic wired and wireless connectivity issues between workstations, VoIP devices, and the corporate network.
• Perform basic Active Directory administration, including user lookups, password resets, account unlocks, and device or computer account checks.
• Support employee onboarding and offboarding, including workstation setup, equipment deployment, data transfers, device collection, and secure processing of returned equipment.
• Perform virus detection, malware remediation, and other standard endpoint security procedures.
• Verify that endpoints are properly patched, encrypted, protected by antivirus or endpoint protection, and compliant with established security requirements.
• Maintain accurate inventory records for laptops, desktops, Apple iPhones, Cisco VoIP phones, monitors, peripherals, accessories, spare equipment, and replacement parts.
• Track IT hardware throughout its lifecycle, including receiving, staging, deployment, repair, return, and retirement.
• Maintain accurate asset, equipment, and service records within inventory and ticketing systems.
• Monitor inventory levels and promptly report low-stock, damaged, missing, or faulty equipment.
• Perform basic cable management, workstation setup, and office technology installations.
• Follow established IT processes, security standards, escalation procedures, and documentation requirements.
• Maintain clear, timely, and professional communication with end-users regarding technical issues, status updates, resolutions, and next steps.
• Deliver a high level of customer service and maintain a professional, customer-focused approach in all interactions.

Requirements

• 12+ years of experience providing corporate desk-side, field services, desktop support, or IT hardware support.
• Experience troubleshooting, repairing, upgrading, and replacing hardware components on Windows and Apple devices.
• Working knowledge of Windows 10, Windows 11, and Apple environments, including support for Apple iPhones.
• Experience performing workstation builds, device imaging, operating system installations, software deployments, and system refreshes.
• Basic experience with Active Directory, including user lookups, password resets, account unlocks, and device or computer account checks.
• Working knowledge of Microsoft 365 applications and services, including Microsoft Teams, Outlook, Office applications, Outlook on the Web (OWA), and SharePoint.
• Ability to troubleshoot basic wired and wireless network connectivity issues, including workstation-to-network connectivity and VoIP devices.
• Experience troubleshooting VPN connectivity and other basic network-related issues.
• Experience troubleshooting and supporting printers, monitors, docking stations, VoIP phones, mobile devices, and other common IT peripherals.