Desktop Support Technician-Onsi

POSITION DESCRIPTION

Desktop Support Technician

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

Role Summary

The Deskside Support Tech will provide high-quality onsite technical support for Client employees, ensuring seamless operation of end-user devices, collaboration platforms, meeting room technologies, and workplace IT services. The role requires strong troubleshooting skills across MacOS, Windows, mobile devices, enterprise applications, endpoint tools, and ITSM processes, while delivering a consistent and customer-focused user experience.

Key Responsibilities

End User Support

Provide Level 1 deskside / desktop support for hardware, software, operating system, and connectivity issues.

Troubleshoot and resolve incidents related to laptops, desktops, printers, peripherals, mobile devices, and accessories.

Support both MacOS and Windows endpoint environments, including installation, configuration, and break-fix support.

Diagnose LAN, Wi-Fi, VPN, remote access, and basic network connectivity issues.

Joiner, Mover & Leaver Support

Prepare and provision devices and accessories for new hires to support Day-1 readiness.

Support employee moves, role changes, and offboarding activities, including device recovery and access coordination.

Follow defined SOPs and checklist-driven processes for onboarding and offboarding support.

Collaboration & Meeting Room Support

Provide onsite support for Zoom Rooms, Microsoft Teams Rooms, AV conferencing solutions, displays, cameras, microphones, and shared meeting room equipment.

Troubleshoot audio, video, screen-sharing, and presentation issues during meetings and business-critical events.

Provide white-glove / executive meeting support when required.

Application & Productivity Support

Support Google Suite primary and Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.

Assist users with collaboration and productivity tools such as Slack, Jira, Confluence, and other enterprise-approved applications.

Coordinate with application, endpoint, security, and infrastructure teams for advanced issue resolution.

ITSM & Service Operations

Log, update, categorize, resolve, and close incidents and service requests in ServiceNow or designated ITSM tools.

Adhere to defined SLA, KPI, escalation, and communication requirements.

Maintain clear ticket documentation, troubleshooting steps, user communication, and resolution notes.

Participate in problem management, root-cause analysis, and continuous service improvement activities.

Nice-to-Have

Mac-first or Mac-heavy enterprise support exposure.

Slack-based user support ecosystem and service-channel operating model.

ServiceNow and Jira exposure for incident, request, and workflow management.

Meeting room, AV, and workplace technology support.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.