IT Desktop Support

IT Deskside Support Specialist

The IT Deskside Support Specialist is responsible for providing on-site and remote technical support to end-users, ensuring the smooth operation of hardware, software, and network systems. This role requires excellent troubleshooting skills, effective communication, and the ability to deliver top-tier support in a fast-paced environment.

Key Responsibilities

• Technical Support
• Provide deskside and remote support for desktops, laptops, mobile devices, printers, and other peripherals
• Diagnose and resolve hardware and software issues promptly.
• Assist users with troubleshooting application issues and system errors.
• Incident Management
• Respond to helpdesk tickets, emails, or calls and ensure timely resolution of issues.
• Escalate complex technical problems to higher-level support teams when necessary.
• Document and track all support activities in the ticketing system.
• Hardware and Software Maintenance
• Install, configure, and maintain IT equipment, including operating systems and applications.
• Perform regular updates, patches, and system upgrades as required.
• Assist in hardware procurement, inventory management, and device deployment.
• User Support and Training
• Provide one-on-one or group training sessions for end-users on IT systems and best practices.
• Create and maintain user-friendly documentation and FAQs for common issues.
• Network and Connectivity Support
• Troubleshoot and resolve basic network connectivity issues, including VPN and Wi-Fi.
• Coordinate with network administrators for advanced network-related troubleshooting.
• System Security
• Enforce IT security policies by ensuring compliance with organizational standards.
• Assist with password resets, account unlocks, and multi-factor authentication (MFA) setup.
• Proactive Monitoring
• Identify recurring issues and recommend improvements to reduce future problems.
• Participate in IT projects, including system upgrades, migrations, and deployments.

Education

• Associate's or Bachelor’s degree in Information Technology, Computer Science, or a related field. Equivalent experience is acceptable.

Experience

• Minimum 4+ years of experience in IT support or a related role.

Technical Skills

• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365 and other productivity tools.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, VPN).
• Experience with ticketing systems such as ServiceNow, Jira, or similar.

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication abilities.
• Patience and the ability to work effectively with non-technical users.

Certifications (Preferred)

• CompTIA A+ or Network+
• ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate.