What are the responsibilities and job description for the Help Desk Desktop Support position at E-IT?
Role: Level 2 Desk Side Support Technician
Location: Bradenton, FL 34202 (Need profiles local to Bradenton / someone close by around 20-25 miles max)
Full Time Only
Job Summary:
The Desk Side Support Technician provides advanced technical support to end-users for desktops, laptops, mobile devices, printers, and other office technology. This role involves both remote and hands-on assistance, handling escalations from other support teams, and working closely with IT teams to ensure timely resolution of complex technical issues.
Key Responsibilities:
- Respond to and resolve support requests escalated by the Service Desk and other appropriate teams.
- Diagnose and troubleshoot hardware and software issues across Windows and Mac environments.
- Install, configure, and maintain desktop and laptop systems, including imaging, patching, and upgrades.
- Provide support for Microsoft 365 applications, email, VPN, and other enterprise tools.
- Support mobile devices (iOS/Android), printers, scanners, and peripherals.
- Assist with user account management in Active Directory / Entra and other enterprise systems.
- Document troubleshooting steps and resolutions in the ticketing system (e.g., ServiceNow, JIRA).
- Participate in hardware asset inventory, deployment, and refresh projects.
- Collaborate with Level 3 support or infrastructure teams for unresolved or critical issues.
- Follow IT security policies and ensure endpoint compliance.
- Maintain a high level of customer service and professionalism in all user interactions.
- Provide assistance in racking and stacking of network devices and configuring the same on a need basis.
- Hands-on experience with:
- Network troubleshooting tools (ping, traceroute, Wireshark)
- Routers, switches, firewalls
- LAN/WAN, TCP/IP, DNS, DHCP, VPNs
Required Qualifications:
- 5 – 8 years of hands-on experience in desktop/laptop/peripherals or desk side support.
- Proficient in Windows 10/11, Macintosh OS, Microsoft 365, Remote desktop tools and support tools.
- Familiarity with Active Directory, Azure Entra, ITSM platforms, and software deployment tools (e.g., Intune, JAMF etc.,).
- Solid understanding of networking basics (TCP/IP, DHCP, DNS).
- Strong troubleshooting skills with desktops, laptops, and peripherals.
- Excellent written and verbal communication skills.
- Ability to prioritize tasks, work independently, and adapt to changing environments.
Preferred Qualifications and Certifications:
- CompTIA A or Network
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
- Experience with MacOS, Linux, or virtual desktop environments (e.g., Citrix)
Working Conditions:
- Office-based work with reporting to the work location during all business days.
- Support as required for weekends or after hours on a need basis.
- Ability to lift and move computer equipment as needed (up to 30 lbs).