Desktop Support Technician - Level 3

Job Description

Job Description

POSITION DESCRIPTION

Deskside Support Technician

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

The Deskside Support Technician provides hands-on, in-person technical support to end users at the corporate headquarters. This role serves as the primary onsite resolver for hardware, software, and connectivity incidents that cannot be resolved remotely, and acts as a key contributor to Field Services quality and the overall employee experience at HQ.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provide L2/L3 deskside support for hardware, software, OS, and peripheral issues across Windows and macOS environments.

• Manage and resolve escalated tickets from the service desk within defined SLA/SLO targets; ensure accurate ticket hygiene and knowledge base (KB) updates.

• Execute device lifecycle activities — imaging, configuration, deployment, refresh, and decommission — aligned to zero-touch enrollment (ZTE) principles using Microsoft Intune and/or Jamf.

• Support onboarding and offboarding (JML) processes for HQ-based employees, including device provisioning and account readiness.

• Perform break-fix and warranty coordination for end-user hardware (laptops, desktops, peripherals, monitors, mobile devices).

• Administer and troubleshoot M365 applications (Outlook, Teams, OneDrive, SharePoint) and collaborate with the Desktop Engineering team on policy and configuration issues.

• Maintain asset inventory accuracy within the ITSM platform; enforce asset tagging and audit compliance.

• Proactively identify recurring issues and contribute root cause findings to Problem Management.

• Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team.

• Contribute to continual service improvement (CSI) initiatives and document resolutions for reuse across the knowledge base.

White Glove / Executive Support

• Provide dedicated, high-priority technology support to C-suite, VP-level, and designated VIP users; proactively anticipate needs before issues arise.

• Own the full device lifecycle for executive population — pre-staging, configuration, deployment, and refresh — with zero-impact delivery.

• Serve as the named point of escalation and white glove contact for EUS at HQ; maintain discretion and professionalism at all times.

• Conduct proactive device health checks and environmental sweeps for executive offices and high-use collaboration spaces.

• Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel, events, and tech readiness.

Audiovisual (AV) Support

• Manage and support all AV infrastructure across HQ — conference rooms, boardrooms, all-hands spaces, and huddle rooms (video walls, projectors, display systems, microphone/speaker arrays, room control panels).

• Provide hands-on support and pre-event readiness checks for town halls, board meetings, executive briefings, and large-format events.

• Administer and troubleshoot Microsoft Teams Rooms (MTR), Zoom Rooms, Cisco Webex, and associated hardware (Poly, Logitech, Crestron, Extron, Biamp).

• Maintain AV system documentation, cable management standards, and room configuration records; manage vendor escalations for AV break-fix.

• Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives.

• Monitor AV room health proactively using room management platforms (e.g., Logitech Sync, DTEN, or equivalent).

MINIMUM QUALIFICATIONS

Education

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience

Experience

• 4+ years in an enterprise IT support role with demonstrated experience supporting senior stakeholders or executive populations.

• Strong AV system knowledge: Microsoft Teams Rooms, Zoom Rooms, Webex, and associated hardware platforms (Poly, Logitech, Crestron, or equivalent).

• Strong working knowledge of Windows 10/11, macOS, and Active Directory / Azure AD / Entra ID.

• Hands-on experience with Microsoft Intune (Autopilot, compliance policies, app deployment) and/or Jamf.

• Proficiency in M365 application support and administration basics.

• ITSM tool experience (ServiceNow, Remedy, or equivalent); strong ticket documentation discipline.

• Solid hardware troubleshooting skills across Dell, HP, Lenovo, Apple device families, AV Hardware.

• Customer-focused mindset with professional communication skills suited to an executive environment.

• Ability to work independently, prioritize concurrent incidents, and manage time effectively in a fast paced HQ setting.

Certifications (Preferred)

• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.

• ITIL Foundation certification.

• Experience with DEX or observability tooling (e.g., SysTrack, Nexthink, or similar).

• Familiarity with PowerShell scripting for endpoint automation and diagnostics.

• Experience supporting VDI/AVD environments.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.

• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.

• May require bending, kneeling, or crouching to install or service equipment.

• Work is performed primarily in a standard office or data center environment with moderate noise levels.

• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.