Support Services Deskside Technician

Essential Duties and Responsibilities

• Provide and maintain excellent customer service through providing positive support experience.
• Provide Level 1 support for operating systems, business applications, hardware, and basic networking.
• Assist with onsite deskside support tasks as assigned, including workstation setups, basic hardware swaps (keyboards, mice, docks, monitors), printer troubleshooting, and conference room/AV basic support.
• Own assigned tickets by documenting troubleshooting steps, entering time, and providing timely status updates in alignment with established service objectives (SLOs).
• Collaborate with IT Service Coordinator on scheduling and escalations.
• Communicate progress on incidents and requests by providing timely updates or changes to both client contact and internal teams.
• Enter all work performed into Autotask (PSA) ticketing system.
• Ability to work in a team and communicate effectively.
• Follow troubleshooting runbooks and elevate incidents or requests when additional support is needed or when resolution is not achievable within required time frames.
• Competent in communicating technical information to technical as well as non‑technical end users.
• Business Awareness: learn each client’s environment and how IT supports their day‑to‑day operations.
• Collaborate with the team to identify recurring issues and opportunities to improve documentation and support processes.
• Familiarity with ITSM / ticketing system terminology and concepts.
• Participate in On‑Call shift rotation.

• Familiarity with supporting and troubleshooting Windows and Apple computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).
• Familiarity with troubleshooting peripherals such as multi‑function printers, scanners, and webcams.
• Basic understanding of user account administration (user accounts and security groups) in Active Directory and/or Azure AD.
• Exposure to device management concepts and tools (e.g., Intune) is a plus.
• Comfortable learning and supporting common business applications such as Microsoft Office, Quick Books, and Sage.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi‑Fi.
• Familiarity with virtualization concepts (e.g., VMware, Hyper‑V) is a plus.

• CompTIA A+, Network+, or Microsoft Certification preferred.
• 0–1 years of help desk, deskside, or customer service experience (internship, part‑time, or school experience acceptable).
• Exposure to supporting users in a professional/business environment is preferred.