Deskside Technician

We are seeking a skilled IT Support Technician with a strong background in end‑user support and familiarity with common tools. The successful candidate will be responsible for handling tickets assigned to the local workgroup from the Global Service Desk and logging walk‑in tickets related to end‑user support. The role involves interfacing with the Global Service Desk and other global support groups to fulfil the deliverables supporting the OSS contract.

The other side of the role is task based and includes delivering hardware to new and current employees, processing returned and broken hardware and participating and leading annual IT Workplace Refresh Rollout projects, which involves replacing various models of laptops, PCs, iPads, and phones.

• Take initiative in managing, responding to, and owning incidents and tasks in the support queue, with a preference for Service Now knowledge.
• Ensure accurate and timely tracking of incidents and calls, adhering to specific Service Level Agreements (SLAs).
• Demonstrate proficiency in troubleshooting hardware issues on Lenovo PCs (Desktops / Laptops).
• Possess experience in hardware support, including tasks such as printer setup and component replacement.