Desktop Support Specialist

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

• 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.