Desk Side Support

Job Description

Job Description

Role: Desktop Support Specialist

Location: 1710 Airport Rd, Monroe, NC 28110, United States
Pay rate :3200/Month

The Desk Side Support Engineer provides on-site technical assistance to resolve complex hardware, software, and network issues escalated from the help desk. This role involves hands-on troubleshooting, system installations, and ensuring minimal downtime for end-users. The ideal candidate will excel in customer service, problem-solving, and collaborating with IT teams to deliver seamless support.

Key Responsibilities:

Technical Support:

• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).
• Troubleshoot software problems (OS, applications, drivers) and perform installations/upgrades.
• Configure and deploy workstations for new hires, including imaging and data migration.
• Assist with network, server, and telecom equipment issues on-site.
• Hands and Eyes Support
• Break Fix
• IMACD (Install, Move, Add, Change, and Disposal)
• Desk Side Support
• Dispatch Site
• Network Infrastructure Support Amended to add “– as a Hands and Eyes Support Model
• Server Infrastructure Support – as a Hands and Eyes Support Model
• AV Support – as a Hands and Eyes Support Model
• Server infrastructure, BIOS setting changes, IDRAC configuration and cable & PDU management
• Support boardroom and meeting room AV systems
• Log in to servers or network appliances when needed to assist remote teams (e.g., screen sharing or confirming status lights)
• Manage and rotate backup tapes as directed by backup administration teams
• Maintain documentation on hardware, configuration, and key user processes in collaboration with other support teams
• Participate in check-ins with the remote service delivery team Perform user account administration (e.g., password resets, group changes) in Active Directory
• Support standard software platforms, including Windows, Office 365 (Outlook, Teams, OneDrive), and VPN access
• Escalate issues to remote teams as needed and track resolution progress
• Image, deploy, and troubleshoot desktops and laptops
• Maintain hardware inventory and prepare loaner/spare devices
• Install and configure printers, basic software, and peripheral equipment
• Coordinate warranty returns or hardware replacements as needed.

Incident Management:

• Address escalated tickets from the help desk promptly.
• Document solutions in the ticketing system and maintain knowledge base articles.

Physical Requirements:

• Ability to lift up to 30 lbs (e.g., workstations, monitors).
• Mobility to move across facilities for troubleshooting.