Deskside Support Technician

IT Support Specialist / Service Desk Analyst

Position Summary

Responsible for providing Tier 1 technical support and customer assistance for end-user hardware, software, and system-related issues. Responds to service requests, documents incidents, troubleshoots technical problems, and escalates issues when appropriate. Supports desktop environments, mobile devices, peripherals, point-of-sale systems, kiosks, printers, and related technologies across multiple business locations.

Provides timely customer support while maintaining service standards, documentation, and operational continuity.

Key Responsibilities

• Respond to customer inquiries and technical support requests via phone, ticketing system, and in-person support

• Record, track, route, and escalate incidents through the service management platform

• Troubleshoot and resolve hardware, software, networking, and peripheral issues

• Configure, install, maintain, and support desktops, laptops, printers, scanners, wireless devices, POS systems, kiosks, and related equipment

• Escalate complex issues to advanced support teams or external vendors as needed

• Assist with preventative maintenance activities and system upgrades

• Create and maintain technical documentation and knowledgebase articles

• Participate in testing and evaluation of new hardware and software solutions

• Support root cause analysis and service restoration efforts

• Maintain confidentiality and compliance with applicable privacy and security standards

• Provide occasional after-hours or on-call support

• Deliver excellent customer service and effective communication to end users

Qualifications

• Associate's degree in Computer Science, Information Technology, Engineering, Business, or related field

OR

• High school diploma/equivalent with 4 years of progressive IT support or customer service experience

Technical Knowledge

• Intermediate networking knowledge including:

• DHCP

• DNS

• TCP/UDP

• IP subnetting

• VLANs

Preferred Skills

• Strong troubleshooting and problem-solving abilities

• Excellent verbal and written communication skills

• Experience using ticket management systems

• Ability to lift 30 pounds

Welcome to ConsultNet, a premier national provider of technology talent and solutions. Our expertise spans across project services, contract-to-hire, direct search, and managed services onshore, nearshore, and hybrid. For over 25 years, we have connected thousands of consultants with meaningful roles through a personal, communication-driven approach, partnering with a diverse client base to build high-performing teams and create lasting impact. Our comprehensive service offerings cover a wide range of technology and engineering positions across key markets nationwide. Learn more at www.consultnet.com .

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.