Deskside Support Specialist

Deskside Support Specialist

This role provides personalized IT support for Team Members and Senior Leaders, while delivering exceptional

customer service and technology experience, in a fast-paced environment. The individual will be required to

troubleshoot and manage technical issues where confidentiality, professionalism and rapid response to support

requests are crucial. Areas of responsibility include Troubleshooting, proactive Technology management, documentation and training.

Essential Functions

• Provide on-site and remote technical support to Team Members and Senior Leadership. Support

required with setup, configuration, and optimization of desktop, as well as mobile devices.

Troubleshooting hardware, software, network and connectivity issues as required.

• Deliver an exceptional level of service with attention to detail in every interaction.

• Respond promptly to service requests and ensure quality issue resolution with minimal disruption.

• Manage Team Member account credentialing, permissions and secure access protocols to protect

data.

• Provide proactive maintenance - identify and address issues before they affect productivity

• Document support interactions in ticketing systems, record all steps taken during the engagement

and resolution for knowledge base; follow up to ensure support needs met expectations.

• Manage metrics on service requests, SLAs, and identify improvements areas.

• Support with training users on best practices, new technology updates, to enhance

productivity. Provide personalized training sessions on software, hardware, as needed.

*Adhere to strict confidentiality guidelines to protect VIP data and maintain privacy. Follow

organizational and security policies. Practice best practices for secure device usage.

• Collaborate with other IT teams as needed.

• Willing to go above and beyond to deliver excellent service.

Qualifications – Education & Experience

• Bachelor’s degree in Information Technology, Engineering, or a technology related field.

• 3+ years’ experience in Desktop support duties

• Proficiency with Windows, Mac OS, M365 platform.

• Experience with configuring, managing, and supporting Android, iPhone and tablet devices.

• Strong technical acumen

Qualifications – Other Skills, Abilities & Knowledge

• Excellent communication, customer service and problem-solving skills.

• Strong interpersonal skills and ability to influence other team members both internally and externally.

• Strong analytical and organizational skills

• Ability to manage and handle complex issues in a professional manner.

• Ability to multi-task, prioritize and handle multiple requests

Working Environment and Travel Requirements

This is an onsite role with 30% travel and on call requirements.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit
ABM 2026 Employee Benefits | Staff & Management