Deskside Support Technician

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Our client has a brand-new opportunity for a qualified Deskside Support Technician to join their team onsite in Omaha, NE. This role is critical in delivering high‑quality end‑user support, ensuring timely resolution of technical issues, and enhancing the overall user experience through proactive and responsive service. The ideal candidate will possess strong technical troubleshooting skills combined with excellent communication and customer engagement capabilities.

• Provide onsite technical support for the enterprise regarding desktops, laptops, wireless devices (phones, tablets), printers, voice‑over‑IP telephony, remote connectivity.
• Configure, test, deploy new technology, install new software, and document procedures.
• Receive and respond to incoming calls, emails, walk‑ups, and work‑related tickets regarding any user problems.
• Install, configure, and maintain desktop computers, laptops, printers, wireless devices, voice‑over‑IP telephones, remote connectivity, peripheral equipment, and software within established standards and guidelines.
• Analyze and troubleshoot issues to determine if other level 2 and level 3 teams such as Engineering, Network, Server, or Security need to be engaged.
• Coordinate support by creating appropriate tickets and assigning them to the appropriate team(s).
• Support remote clients using remote‑access software to diagnose and troubleshoot issues.
• Provide ongoing support for enterprise system rollouts that affect these users on a continuous basis.
• Diagnose and resolve hardware, software, and peripheral issues in a timely manner.
• Troubleshoot and support local network connectivity issues (Wi‑Fi, LAN, VPN basics).
• Respond to and resolve incidents and service requests assigned via ITSM tools (e.g., Service Now).
• Perform break/fix support, device setup, imaging, and deployment activities.
• Deliver a high level of customer service and user communication, ensuring clear updates and resolution timelines.
• Provide hands‑and‑feet support for remote/offshore teams, including replacement, cabling, device checks, and guided troubleshooting.
• Support asset management activities, including inventory tracking, device refresh, and lifecycle management.
• Assist with conference room and AV support as needed.
• Follow standard ITIL processes for incident, request, and escalation management.
• Document resolutions and contribute to knowledge base articles for recurring issues.

• Minimum 2+ years of experience providing desk‑side support.
• Prior experience in enterprise environments or managed services preferred.
• Familiarity with SCCM, Intune, or endpoint management tools preferred.
• Exposure to onshore‑offshore support models preferred.
• Understanding of ITIL best practices preferred.
• Strong troubleshooting skills across:
  • Windows OS and enterprise applications
  • Mobile devices (iOS, Android)
  • Printers and peripherals
  • Basic networking concepts (IP, DNS, DHCP)
• Experience working with ITSM tools (e.g., Service Now).
• Excellent communication and customer‑facing skills.
• Ability to explain technical issues in a clear, user‑friendly manner.
• Strong problem‑solving and analytical skills.
• Ability to work independently in a fast‑paced, onsite environment.
• Customer‑first mindset with strong interpersonal skills.
• Proactive, accountable, and detail‑oriented.
• Ability to handle multiple priorities and urgent situations effectively.
• Strong collaboration skills with onsite and remote teams.

The rate for this position is between $19.00 and $22.33 per hour, unless local minimum wage is higher. Factors that may affect starting pay within this range include geography/market, skills, education, experience and other qualifications of the successful candidate.

The company offers a comprehensive benefit package that you can elect into, including medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually),…