Deskside Specialist

Deskside Specialist

As a Deskside Specialist you will provide excellent customer service, clear and concise communication, maintain a positive demeanor, and provide technical proficiency across Microsoft Windows and Apple macOS environments. You will resolve incidents in a timely manner for government staff to include but not limited to PCs, Macs, mobile devices, conferencing systems, and cloud collaboration tools.

Responsibilities:

• Respond to and resolve Tier II IT support requests at the client's workstation/desk.
• Troubleshoot hardware, software, and network connectivity issues for end-users. Provide guidance on the use of IT systems, applications, and tools.
• Setup, configure, and maintain end-user devices such as desktops, laptops, and peripherals.
• Perform routine system checks and updates to ensure functionality and security.
• Support onboarding processes by configuring accounts and devices for new users.
• Document and track service requests, resolutions, and user interactions in a ticketing system.
• Escalate unresolved or complex issues to higher-level support teams.
• Maintain knowledge of organizational IT policies and procedures to ensure compliance.
• Deliver excellent customer service and maintain professionalism in all user interactions.