Deskside Support Technician

Responsibilities:

• Provide phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops and Mobile devices.

• Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.

• Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.

• Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs.

• Experience with network monitoring tools such as Solarwinds.

• Experience supporting Office space, Sales, Delivery, Production and Warehouse WMS functions.

• Document support requests and resolutions using ServiceNow.

• Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones,
  Apple iphones, ipads, Office 365 applications and client specific software.

• Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (AirWatch / Knox Portal), including laptops / desktops during employee onboarding and offboarding.

• Experience with provisioning OKTA Multi-Factor Authentication (MFA) solutions.

• Participate in after-hours P1 and P2 support as needed.

• Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.

• Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.

• Software distribution and installation.

• Maintain IT asset management, tracking, and inventory control.

Qualifications:

• US citizen or Lawful Permanent Resident.

• 2 year AA/AAS degree or equivalent.

• 2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.

• Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.

• Strong knowledge of Microsoft O365 applications and client-specific software.

• Familiarity with Active Directory, PXE imaging, Workstation Windows11.

• Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.

• Basic understanding of network protocols, including TCP/IP and wireless connections.

• Audio/Visual (A/V) support experience a plus.

• Excellent communication skills, both written and verbal.

• Ability to work independently and as part of a team.

• Strong analytical problem-solving skills and attention to detail.

Physical Requirements:

• Must be able to lift up to 40lbs.

• Must be able to stand or walk for extended periods of time.

• Must be able to walk up and down stairs or ramps.

• Must be able to kneel and work under desks or in confined spaces.

Soft Skills:

• Dependability and proactive work ethic.

• Ability to work with strong personalities and meet customer expectations.

• Coachable and responsive to feedback from leadership.

• Team player with a positive attitude

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