Deskside Support Technician

Job Summary
The Deskside Support Technician will provide L2/L3 deskside support across Windows and macOS environments, with a strong focus on enterprise end-user support, executive support, endpoint management, and audiovisual (AV) systems. The role will manage escalated incidents, device lifecycle activities, onboarding and offboarding, hardware troubleshooting, Microsoft 365 support, endpoint security, asset management, and conference room technology. The technician will also provide dedicated white-glove support to executive and VIP users and support AV infrastructure across headquarters facilities.

Key Responsibilities
• Provide L2/L3 deskside support for hardware, software, operating system, and peripheral issues across Windows and macOS environments
• Manage and resolve escalated service desk tickets within defined SLA/SLO targets while maintaining accurate ticket documentation and knowledge base updates
• Execute device lifecycle activities including imaging, configuration, deployment, refresh, and decommissioning in alignment with Zero Touch Enrollment (ZTE) principles using Microsoft Intune and/or Jamf
• Support onboarding and offboarding processes for headquarters-based employees, including device provisioning and account readiness
• Perform break/fix support and warranty coordination for laptops, desktops, peripherals, monitors, mobile devices, and other end-user hardware
• Administer and troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Collaborate with Desktop Engineering teams on endpoint policy and configuration issues
• Maintain accurate asset inventory within the ITSM platform and support asset tagging and audit compliance
• Identify recurring issues and contribute root-cause findings to Problem Management
• Support patch compliance and endpoint security initiatives in coordination with Desktop Engineering teams
• Contribute to continual service improvement initiatives and document resolutions for reuse within the knowledge base
• Provide dedicated high-priority technology support to executive and VIP users
• Proactively anticipate technology needs and provide timely support for executive users
• Own the device lifecycle for executive populations, including pre-staging, configuration, deployment, and refresh activities
• Serve as a primary escalation point for end-user support at headquarters while maintaining professionalism and discretion
• Conduct proactive device health checks and technology readiness checks for executive offices and high-use collaboration spaces
• Coordinate with Executive Assistants and Chiefs of Staff regarding travel, events, and technology readiness
• Manage and support AV infrastructure across conference rooms, boardrooms, all-hands spaces, huddle rooms, video walls, projectors, displays, microphone and speaker arrays, and room control systems
• Provide hands-on AV support and pre-event readiness checks for town halls, board meetings, executive briefings, and large-format events
• Administer and troubleshoot Microsoft Teams Rooms, Zoom Rooms, Cisco Webex, and associated AV hardware
• Support AV equipment including Poly, Logitech, Crestron, Extron, and Biamp or equivalent platforms
• Maintain AV system documentation, cable management standards, and room configuration records
• Manage vendor escalations for AV break/fix issues
• Partner with Facilities and IT Infrastructure teams on AV deployments and room refresh initiatives
• Monitor AV room health proactively using room management platforms such as Logitech Sync, DTEN, or equivalent

Required Qualifications
• 4+ years of experience in an enterprise IT support role, with demonstrated experience supporting senior stakeholders or executive populations
• Strong knowledge of AV systems, Microsoft Teams Rooms, Zoom Rooms, Webex, and associated hardware platforms
• Strong working knowledge of Windows 10/11, macOS, Active Directory, and Azure AD/Entra ID
• Hands-on experience with Microsoft Intune, including Autopilot, compliance policies, and application deployment, and/or Jamf
• Proficiency in Microsoft 365 application support and administration fundamentals
• Experience with ITSM tools such as ServiceNow, Remedy, or equivalent
• Strong ticket documentation and incident management discipline
• Solid hardware troubleshooting skills across Dell, HP, Lenovo, Apple, and AV hardware
• Customer-focused approach with professional communication skills suited to an executive support environment
• Ability to work independently, prioritize concurrent incidents, and manage time effectively in a fast-paced headquarters environment

Preferred Qualifications
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent
• Experience with DEX or endpoint observability tools such as SysTrack, Nexthink, or similar
• Familiarity with PowerShell scripting for endpoint automation and diagnostics
• Experience supporting VDI or Azure Virtual Desktop (AVD) environments

Certifications
• ITIL Foundation certification