Desktop Support

Job Description

Job Description

Client Support:

• Provide onsite technical support for Windows, macOS, and mobile devices, using structured troubleshooting to resolve issues related to hardware, software, printing, connectivity, and authentication.
• Resolve incidents and ServiceNow requests with strong SLA discipline, ensuring clear communication, accurate documentation, and appropriate prioritization.
• Manage multiple resolver groups (Client Support, Warehouse Support, etc.), ensuring proper ticket routing, escalation, and collaboration across support teams.
• Execute Major Incident escalation procedures by identifying highimpact events, notifying stakeholders, and coordinating with engineering teams to restore service.
• Support new hire onboarding through device preparation, account setup, and Day One readiness to ensure a smooth and positive user experience.
• Provide professional walkup support for employees and guests, maintaining a customer-focused approach to quickly address immediate needs.
• Create and update knowledgebase articles, troubleshooting guides, and process documentation to support user self service and internal team continuity.
• Assist with office and workstation transitions by reconnecting equipment and ensuring technical readiness following moves or space changes.
• Communicate clearly with users of all technical backgrounds to set expectations and ensure they understand resolutions and next steps.

Hardware Asset Management:

• Install, configure, repair, and maintain end user hardware including laptops, desktops, monitors, and peripherals to ensure reliable daily operation.
• Support hardware deployment initiatives, refresh cycles, and rollout projects by coordinating imaging, distribution, and post deployment validation.
• Perform device lifecycle tasks such as wiping, reimaging, pre-provisioning, and redeployment while adhering to security and compliance requirements.
• Fulfill ServiceNow catalog requests for approved hardware and peripherals, and provide setup assistance when users receive new equipment.
• Conduct ongoing inventory audits to reconcile stock, maintain accurate asset records, and support compliance and forecasting requirements.
• Manage asset reclamation, hardware returns, and device shipping/receiving using strict chain of custody procedures for tracking and accountability.
• Maintain up-to-date asset information in ServiceNow, ensuring accurate tracking of device status, location, and ownership throughout the lifecycle.
• Support legal hold procedures through careful device handling, data preservation steps, and preparing systems for forensic review.
• Identify recurring hardware issues and escalate patterns to support improvements in device reliability and lifecycle planning.

Networking:

• Monitor the sites network performance to identify outages, degradation, or environmental risks that could affect operations.
• Assist with switch configurations, including port activation, VLAN assignments, labeling, and basic portlevel troubleshooting in coordination with network engineering.
• Support network hardware refreshes by assisting with installation, structured cabling, labeling, decommissioning old devices, and verifying connectivity.
• Manage wireless access points by monitoring coverage, addressing connectivity issues, and escalating systemic problems when appropriate.
• Maintain UPS systems supporting networking and critical infrastructure by performing routine checks, monitoring battery health, and ensuring systems operate correctly.
• Maintain MDF/IDF rooms to ensure they remain organized, properly cooled, and operationally ready, including monitoring environmental conditions.
• Uphold structured cable management standards to improve reliability, simplify troubleshooting, and support future capacity needs.
• Document network device locations, layouts, and patching information to support operational continuity and planning.

Site Responsibilities:

• Manage the badge access system, including badge creation, permission changes, access removal, and troubleshooting in alignment with physical security policies.
• Maintain the sites security camera system through basic maintenance, user access management, and coordinating footage retrieval with security partners.
• Provide A/V support for meeting spaces by ensuring equipment readiness, assisting with setups, and troubleshooting issues to maintain meeting continuity.
• Manage digital signage displays by publishing approved content, updating layouts, and ensuring stable and accurate operation.
• Serve as an onsite technology steward by identifying risks, partnering with remote support teams, and ensuring the overall stability and continuity of technical operations.
• Maintain a strong customer focused presence and act as a trusted onsite resource for leadership and employees.