Deskside Support Technician

About This Role

Provide deskside support for end-users, troubleshooting hardware and software issues, and maintaining a stable desktop environment. This role involves regional travel and occasional on-call support.

Responsibilities

• Manage 1 position with a working schedule of 7:00 AM to 4:00 PM EST
• Travel regionally for about 2 hours to support various offices, with occasional quarterly travel of 2-3 days
• Provide 24/7 on-call support as needed
• Administer, deploy, and troubleshoot Microsoft Windows OS (Windows 10/11)
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications
• Manage endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot
• Utilize system management tools such as SCCM, Intune, Workspace ONE, and ManageEngine for remote support
• Support the full desktop/laptop lifecycle from build and deployment to maintenance and decommissioning
• Troubleshoot hardware (PCs, printers, scanners, smartphones) and software issues, including VPN connectivity
• Document solutions and create user-friendly knowledge base articles
• Collaborate with IT teams to ensure a stable and efficient desktop environment

Requirements

• 5+ years of hands-on experience in desktop support and end-user computing
• Strong technical knowledge in ITIL & Ticketing System
• Proficiency in Microsoft Client OS (Win10, 11)
• Basic network configuration and troubleshooting (static IP, DHCP, DNS)
• Microsoft 365 Support experience
• Experience with Print and File share services
• Hardware Break-fix/Replacement skills
• Patch Management experience
• Application installation and troubleshooting
• Imaging & Device Provisioning expertise
• Skilled in Microsoft Windows OS (Windows 10/11) administration, deployment, and troubleshooting
• Proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps)
• Strong experience with endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot
• Experienced in using tools like SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support
• End-to-end knowledge of desktop/laptop lifecycle
• Ability to provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting
• Comfortable with remote support tools such as RDP, TeamViewer, AnyDesk, and enterprise solutions
• Capable of documenting solutions and creating user-friendly knowledge base articles
• Experience working in a global delivery model with strong communication, analytical, and time management skills

Qualifications

• Over 5 years of hands-on experience in desktop support and end-user computing

Nice to Have

• ITIL V4 Foundations certification
• MD-102: Endpoint Administrator certification
• Microsoft 365 Certified: Fundamentals - MS-900 certification

Skills

* Required skills