Deskside Support Analyst

About This Role

The Deskside Support Analyst will provide advanced service, repair, and installation of computer systems, covering hardware, software, and peripheral devices. This role involves troubleshooting system issues, managing service requests, and ensuring effective operation of computing equipment, including VIP support for executive staff.

Responsibilities

• Provide technical support for hardware, software, networks, and applications using remote tools and cloud technologies
• Manage and resolve technical tickets within ServiceNow
• Deliver White Glove support for executive users
• Support mobile devices, including resolving iPhone issues
• Stage, prepare, and deploy computers, peripherals, and devices
• Troubleshoot desktop, laptop, and workstation hardware issues
• Perform installation of non-standard software when necessary
• Support corporate software applications such as Microsoft Windows 10, Office 365, and Teams
• Facilitate data migration between computers
• Collaborate with vendors and third-party support for hardware or software issue resolution

Requirements

• Associate degree in Computer Networking or 2 years of related experience
• Ability to resolve escalated tickets
• Experience providing VIP/White Glove support
• Experience supporting iPhones
• Strong research and issue-resolution capabilities
• Ability to work effectively in a fast-paced environment
• Excellent verbal communication skills with the ability to explain technical concepts clearly
• Strong organizational skills and ability to meet tight deadlines
• Solid understanding of internal department functions and operations

Qualifications

• Associate degree in Computer Networking or 2 years of related experience
• 2 years of related experience or an Associate degree in Computer Networking. Prior help desk experience preferred.

Nice to Have

• Prior help desk experience

Skills

* Required skills