What are the responsibilities and job description for the DeskSides Support Technician position at eJAmerica?
Job Description: -
- 1 position available
- Working schedule: 7.00 AM to 4.00 PM
- Regional Support. The Selected Resource will be open to travel for about 2 hrs.
- Regional resources are preferred to be located in the following offices Northeast Region – Baltimore, MD
- 24/7 on-call support
The Deskside support member should have strong technical knowledge and hands–on experience on below technologies:
- ITIL & Ticketing System Familiarity
- Microsoft Client OS (Win10, 11)
- Basic network configuration and troubleshooting (static IP, DHCP, DNS)
- Microsoft 365 Support
- Print and File share services
- Hardware Break-fix/Replacement
- Patch Management
- Application installation and troubleshooting
- Imaging & Device Provisioning
Detailed Job Description
- Over 5 years of hands-on experience in desktop support and end-user computing.
- Skilled in Microsoft Windows OS (Windows 10/11) administration, deployment, and troubleshooting.
- Proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps).
- Strong experience with endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot.
- Experienced in using tools like SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support.
- End-to-end knowledge of desktop/laptop lifecycle – from build and deployment to maintenance and decommissioning.
- Provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting.
- Comfortable with remote support tools such as RDP, TeamViewer, AnyDesk, and enterprise solutions.
- Capable of documenting solutions and creating user-friendly knowledge base articles.
- Work collaboratively with IT teams to maintain a stable and efficient desktop environment.
- Experienced in working in a global delivery model with strong communication, analytical, and time management skills.
- Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support.
Primary Job Duties:
- General support and troubleshooting for all CSX technology devices
- Remote and/or onsite end-user support for all technology-related items
- Assist with device install, replacement, and refresh as needed (including desktops, laptops, tablets, mobile devices, scanners, and printers)
- Document ServiceNow incidents assigned tothe support team
- Coordinate and assist with field-focused technology app/tool testing and implementations, which may include end-user training
- Mobile Operations Command Center (MOCC) Support
o Assist TFO Team with quarterly maintenance on MOCC
o Provide onsite end-user support when MOCC is deployed
- Site surveys
o Regular walkthrough at field locations
o Perform checks of technology devices and connectivity
o Identify unused and/or underutilized devices for possible reclaim
o Documented inventory of technology devices at each location
- Device reclamation
o Removal of unused devices from field locations
o Retrieve RMA’d (damaged) devices from end users
o Recover devices from terminated employees
o Document all reclaimed devices before shipping to the warehouse
Work Locations / Coverage Area:
This position will provide on-site IT support to CSX Transportation offices and facilities at the following locations:
- CSX Transportation Headquarters – 700 & 800 Chesapeake Ave. Baltimore, MD 21225 (Base Office)
- CSX D.C. Area Office – 1331 Pennsylvania Ave NW #560
- CSX Curtis Bay Piers – 19910 Benhill Ave.
- CSX Cumberland – 16 E Offut St.
- CSX Hagerstown – 300 Surhans Blvd.
- CSX Jessup – 8439 Dorsey Run Rd.
- CSX Brunswick – 12 S Maple Ave
Desirable (not mandatory): Relevant technical & process certifications:
- ITIL V4 Foundations
- MD-102: Endpoint Administrator
- Microsoft 365 Certified: Fundamentals - MS-900