Deskside Technician II

Position Summary
We are seeking a customer-focused Desktop Support Technician to provide onsite IT support within a large corporate environment. This role is responsible for delivering exceptional IT support while installing, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, printers, and other end-user technologies. The ideal candidate is technically skilled, professional, and committed to providing a high level of customer service to employees at all levels, including executive leadership. This position may require occasional after-hours support, travel to nearby client locations, and collaboration with infrastructure, networking, and telecommunications teams.

Key Responsibilities

• Deliver onsite technical support for desktops, laptops, and IT equipment in a large corporate environment.
• Install, configure, maintain, and troubleshoot Windows and macOS devices.
• Support Microsoft Windows operating systems, Microsoft Office applications, VPN connectivity, wireless networking, mobile devices, printers, scanners, and other peripherals.
• Perform IMAC (Install, Move, Add, and Change) services for end-user hardware and equipment.
• Diagnose hardware and software issues, perform repairs when applicable, and coordinate replacement parts as needed.
• Maintain accurate system configurations, technical documentation, and asset records.
• Track, update, and resolve incidents and service requests using the client's ticketing system.
• Perform user data backup, restoration, and migration activities during hardware replacements or deployments.
• Provide Smart Hands support for networking, telecommunications, and server infrastructure teams.
• Support printers and peripheral devices, including installation, maintenance, and troubleshooting.
• Manage IT inventory, conduct asset audits, and maintain equipment records.
• Utilize knowledge base articles and documentation to research and resolve technical issues.
• Participate in on-call rotations and provide after-hours support when required.
• Deliver white-glove support for executive users when needed.
• Travel to other client locations to provide technical assistance as business needs require.
• Complete additional deskside support tasks and related responsibilities as assigned.

Qualifications

• Experience supporting Windows and macOS operating systems in an enterprise environment.
• Strong knowledge of Microsoft Office, desktop and laptop hardware, smartphones, AV/conferencing systems, printers, scanners, and related peripherals.
• Experience providing technical support to remote users and distributed locations.
• Excellent troubleshooting, analytical, and problem-solving abilities.
• Strong verbal and written communication skills with a customer-first approach.
• Professional demeanor with the ability to remain calm and effective in high-pressure situations.
• Ability to independently prioritize workload and manage multiple support requests simultaneously.
• Comfortable performing physical tasks including standing, walking, bending, and lifting equipment weighing up to 50 pounds.
• Willingness to learn new technologies and adapt to changing business needs.
• High School Diploma or equivalent required.
• Previous experience in deskside, desktop, or end-user support within a corporate IT environment preferred.
• Demonstrated ability to provide responsive, high-quality customer support while meeting service level expectations.

Preferred Qualifications

• CompTIA A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundation Certification
• Lean Six Sigma certification or experience