Desktop Support Technician

Job Title: Desk Side Service - Band 2

Payrate: Monthly on W2

Duration: Full time

Location: New York, NY / Onsite

Job Description

As a member of the Desk Side Service-1 (DSS-1) team associate will provide quality support with a high degree of customer service, technical expertise and timeliness. This position has frequent contact with users, peers and managers through telephone support (help desk) and field support (service requests and on-site problem resolution). Works in a team environment for installations and building of laptops/desktops and configure the laptop/desktop/workstations as per client or business unit requirements. Sometime he also need to resolve basic IT related issues on time.

Provide hands-on support to other IT teams including but not limited to (Basic) Network Services, Business Applications, and other IT teams.

Experience – 4 to 5 years

Roles & Responsibilities – Field Support Officer (FSO) / DSS-1

End-User Support

• Provide on-site (desk-side) and remote IT support to end users.
• Handle service requests and incident resolution via helpdesk/ticketing tools.
• Ensure high customer satisfaction with professional and timely support.
• Troubleshoot and resolve basic hardware and software issues .
• Perform installation, imaging, and configuration of Windows 10/11 systems.
• Configure devices as per client standards and business requirements .
• Join systems to Active Directory and apply required policies.
• Support new hires, device replacements, and technology refresh activities .
• Troubleshoot OS-related issues (Windows 10/11, Explorer, system errors) .
• Perform software installation/uninstallation as per business guidelines.
• Provide basic application support for enterprise tools.
• Ensure endpoint compliance using Symantec Endpoint Security / Antivirus tools .
• Maintain basic knowledge of network configurations and connectivity troubleshooting .
• Manage IT asset movement (build room → production → IT store).
• Track and update asset inventory and allocation records .
• Ensure proper tagging, documentation, and asset lifecycle tracking .
• Perform basic network troubleshooting (LAN connectivity) .
• Work closely with network, application, and infrastructure teams .
• Provide hands-on support during migrations, rollouts, and go-live activities .
• Follow ITIL processes and organizational guidelines .
• Participate in team-based build and deployment activities .
• Follow client-specific SOPs and IT policies .
• Ensure timely closure of tickets within SLA .
• Maintain proper documentation and reporting .
• Adhere to security and compliance standards .
• Resolve day-to-day IT issues (login issues, printer setup, connectivity).
• Support peripheral devices (printers, scanners, docking stations).
• Assist users with basic troubleshooting and guidance .

Technical Skills/ Hands on

• Windows 11 client installation, Laptop Image, and integration with entire Infra
• Movement of assets from build room to production floor and putting it back into IT Store room
• Resolving basic Win10/11 related issues. Like OS, Explorer related issues, etc
• Laptop/desktop configuration as per Active directory setups.
• Configuration of outlook and email configuration on client side
• Client machines maintenance through Symantec Endpoint Security
• Anti-Virus Policy implementation.
• CAT-6 cable crimping, Cable tie and tagging
• Basic knowledge of New RSA tokens registration and setup for users.
• Follow the business unit guidelines regarding installation or uninstallation of laptop /desktop as per go live requirements.