Summary:

The Onsite Deskside Support Technician provides hands-on IT support, troubleshooting hardware/software issues, networking, asset management, and conference room technology. This role requires direct user engagement, including with C-level executives, while ensuring smooth operations of server rooms and meeting spaces. The ideal candidate is independent, resourceful, customer-service oriented, and adept at problem-solving.

Responsibilities:

Technical Support & Incident Management: Troubleshoot complex issues (accounts, hardware, software); manage vendor warranty/repairs (Dell, Lenovo, Microsoft); provide remote support; assist with equipment setup and configurations.

Server Room & Printer Support: Maintain server/IDF rooms; provide “smart hands/eyes” support for Server/Network teams; assist with printer hardware and vendor coordination.

User Interaction & Floor Walks: Proactively identify and resolve IT issues; respond to ad-hoc support requests; engage directly with users.

Conference Room Support: Ensure A/V and IT systems function properly; configure PCs for Teams meetings; update firmware; provide user guidance.

Asset Management: Maintain IT inventory; reimage/ship devices; inspect, dispose, or prepare hardware for reuse; manage loaner devices.

Ticket Management & SLAs: Resolve tickets efficiently within SLAs; monitor performance metrics.

Customer Service & Escalations: Maintain high CSAT; resolve escalations; provide clear user feedback.

Collaboration & Communication: Work with peers, managers, cross-functional teams, and vendors; contribute to knowledge sharing.

Problem-Solving & Process Improvement: Identify/prevent issues; recommend process/technology improvements.

Time & Resource Management: Prioritize and manage multiple tasks independently; meet deadlines effectively.

Requirements:

High school diploma or GED (some college preferred).

Proven experience in deskside support or similar IT role.

Strong knowledge of Windows OS, software installs, and troubleshooting.

Familiarity with PC, printer, and meeting room hardware support.

Hands-on with Microsoft Windows 10/11 and Office/O365.

Strong communication and teamwork skills.

Ability to lift/transport equipment (up to 50 lbs).

Willingness to travel 15–25%.

Preferred Experience/Skills:

2+ years in deskside, technical support, or help desk environment.

Certifications: CompTIA A+, ITIL, Lean Six Sigma, Microsoft Certified Professional (or equivalent).

Project management skills.

Some college coursework beyond HS/GED.

Benefits Starting from Day 1:

Medical, Dental & Vision Insurance (including FSA and HSA options).

Life Insurance + Supplemental Life, Child, Spousal, and AD&D Insurance.

Short and Long Term Disability.

Retirement Planning, 401(k) plan, & Financial Wellness Resources. 

Educational Assistance Program.

Time off Policies (including sick leave, parental leave, and paid vacation).

* Eligibility requirements apply to some benefits and may depend on job classification and length of employment.