Deskside Support Technician

Summary:

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.
• 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.

Requirements:

• 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%.
• 2+ years in deskside, technical support, or help desk environment.
• Certifications: CompTIA A+, ITIL, Lean Six Sigma, Microsoft Certified Professional (or equivalent).
• Some college coursework beyond HS/GED.

Preferred Experience/Skills:

• Project Management Skills.

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.