Deskside Support Technician

About GlobalXperts
GlobalXperts (GX) is a U.S.-based global technology consulting, managed services, professional services, staff augmentation, and field services enterprise. We empower organizations worldwide to design, build, migrate, optimize, modernize, secure, and operate mission-critical IT environments across more than 120 countries. Our core capabilities span Cloud & AI Governance, Managed Infrastructure (24x7x365 Global NOCs), Data Centers, Enterprise Networking, Cybersecurity, Digital Workplace, Contact Centers, and Global Field Services.

Summary of Position:
We are seeking a customer-focused Deskside Support Technician to provide onsite IT support in a hybrid work environment. This role serves as the primary point of contact for end-user technology support, ensuring employees have a seamless experience with their devices, applications, collaboration tools, and meeting spaces.

Responsibilities:
End User Support

• Provide walk-up, deskside, and remote support for Windows and macOS endpoints
• Troubleshoot and resolve hardware, software, operating system, printer, network, and Microsoft 365 issues
• Manage incidents and service requests through ServiceNow or similar ITSM platforms

Device Deployment & Asset Management

• Perform laptop and desktop imaging, configuration, deployment, and refresh activities
• Coordinate employee onboarding and offboarding, including equipment provisioning, recovery, and account-related support
• Maintain accurate asset inventory and lifecycle tracking records
• Support hardware repairs, warranty coordination, and equipment replacements

Collaboration & Meeting Support

• Provide support for conference rooms and collaboration technologies
• Troubleshoot and maintain meeting room AV equipment, cameras, displays, microphones, Teams Rooms, and wireless presentation systems
• Assist with hybrid meetings by resolving audio, video, and connectivity issues before and during meetings
• Perform routine testing and preventative maintenance of meeting room technology

Technical Environment

• Windows 11 and macOS
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• ServiceNow ticketing system
• Active Directory / Microsoft Entra ID
• Laptop imaging and endpoint management solutions
• Printers, peripherals, and collaboration technologies

Preferred Qualifications

• Microsoft 365 administration experience
• ITIL Foundation, CompTIA A+, or equivalent certification