Job Description

Job Description

Job Description

Position Summary

The Deskside Support Technician provides first-level technical support for end users in a professional office environment. This position focuses on desk-side troubleshooting, mobile device support, and peripheral equipment maintenance, including printers and scanners. The Technician will serve as the initial point of contact for technology-related issues and will escalate all complex or unresolved matters to the organization's Managed Service Provider (MSP) by defined procedures.

Essential Duties and Responsibilities

• Provide hands-on desk-side support for desktops, laptops, monitors, docking stations, and other end-user equipment.
• Troubleshoot and resolve basic issues with Windows/macOS operating systems, Microsoft 365 applications, and standard productivity tools
• Set up and support mobile devices (iOS and Android), including basic configuration, password resets, and email setup.
• Provide front-line support for printer and copier issues, including paper jams, toner replacement, and basic troubleshooting.
• Assist with workstation deployment, setup, and cable management
• Maintain accurate records of service requests, resolutions, and escalations using the designated ticketing system
• Follow documented procedures for issue resolution, hardware handling, and escalation protocols
• Provide friendly, professional, and timely customer service to internal staff
• Support new hire onboarding and offboarding by preparing, retrieving, and organizing technology assets
• Coordinate with the MSP for any issues requiring advanced support or remote intervention

Required Qualifications

• Minimum of 2 years of experience in a help desk or technical support role, or equivalent training and demonstrated proficiency.
• Working knowledge of Windows 10/11, Microsoft Office, and Microsoft 365 environments
• Familiarity with mobile devices and operating systems (iOS and Android)
• Basic understanding of printers, scanners, and other peripheral devices
• Strong communication skills, both written and verbal
• Ability to follow instructions, document work, and adhere to defined processes
• Excellent organizational skills and attention to detail
• Ability to maintain a professional demeanor and interact effectively with non-technical users

Preferred Qualifications

• CompTIA A+, CompTIA IT Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, MD-102: Endpoint Administrator or equivalent
• Experience with a ticketing system such as Autotask, ConnectWise, Zendesk, Freshservice, or ServiceNow
• Exposure to remote support tools (e.g., DattoRMM, N-Able, ConnectWise Automate, etc.)
• Basic knowledge of Active Directory (e.g., password resets, account lookups)
• Familiarity with hardware asset tracking or inventory systems

Physical Requirements

• Ability to lift, carry, and move equipment such as desktop computers, monitors, and printers (up to 30 pounds)
• Ability to crouch, kneel, or reach to access equipment under desks or in cabinets

Work Environment

This position requires full-time, on-site presence in a professional office setting. The technician may be required to travel between floors or departments and must be able to respond to in-person support requests and scheduled service tasks.

Compensation and Benefits

Compensation will be commensurate with experience. Benefits, if applicable, will be discussed during the interview process

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