Deskside Support Technician

Onsite Deskside Support Technician

The Onsite Deskside Support Technician provides hands-on IT support, troubleshooting hardware/software issues, networking, asset management, and conference room technology. This role requires direct user engagement, including with C-level executives, while ensuring smooth operations of server rooms and meeting spaces. The ideal candidate is independent, resourceful, customer-service oriented, and adept at problem-solving.

Responsibilities

• Technical Support & Incident Management: Troubleshoot complex issues (accounts, hardware, software); manage vendor warranty/repairs (Dell, Lenovo, Microsoft); provide remote support; assist with equipment setup and configurations.

• Server Room & Printer Support: Maintain server/IDF rooms; provide "smart hands/eyes" support for Server/Network teams; assist with printer hardware and vendor coordination.

• User Interaction & Floor Walks: Proactively identify and resolve IT issues; respond to ad-hoc support requests; engage directly with users.

• Conference Room Support: Ensure A/V and IT systems function properly; configure PCs for Teams meetings; update firmware; provide user guidance.

• Asset Management: Maintain IT inventory; reimage/ship devices; inspect, dispose, or prepare hardware for reuse; manage loaner devices.

• Ticket Management & SLAs: Resolve tickets efficiently within SLAs; monitor performance metrics.

• Customer Service & Escalations: Maintain high CSAT; resolve escalations; provide clear user feedback.

• Collaboration & Communication: Work with peers, managers, cross-functional teams, and vendors; contribute to knowledge sharing.

• Problem-Solving & Process Improvement: Identify/prevent issues; recommend process/technology improvements.

• Time & Resource Management: Prioritize and manage multiple tasks independently; meet deadlines effectively.

Requirements

• High school diploma or GED (some college preferred).

• Proven experience in deskside support or similar IT role.

• Strong knowledge of Windows OS, software installs, and troubleshooting.

• Familiarity with PC, printer, and meeting room hardware support.

• Hands-on with Microsoft Windows 10/11 and Office/O365.

• Strong communication and teamwork skills.

• Ability to lift/transport equipment (up to 50 lbs).

• Willingness to travel 15–25%.

Preferred Experience/Skills

• 2+ years in deskside, technical support, or help desk environment.

• Certifications: CompTIA A+, ITIL, Lean Six Sigma, Microsoft Certified Professional (or equivalent).

• Project management skills.

• Some college coursework beyond HS/GED.

Benefits Starting from Day 1

• Medical, Dental & Vision Insurance (including FSA and HSA options).

• Life Insurance + Supplemental Life, Child, Spousal, and AD&D Insurance.

• Short and Long Term Disability.

• Retirement Planning, 401(k) plan, & Financial Wellness Resources.

• Educational Assistance Program.

• Time off Policies (including sick leave, parental leave, and paid vacation).

* Eligibility requirements apply to some benefits and may depend on job classification and length of employment.