Deskside Support Technician

Role Description

The Deskside Support Technician is responsible for providing advanced technical support for Windows and Macintosh

desktops and laptops, ensuring reliable endpoint computing services for internal users. This role troubleshoots and

resolves hardware, software, and connectivity issues from the network drop to the end-user device, excluding

security patching and update management.

Responsibilities

• Provide front-line and Tier 2 technical support for Windows and macOS desktops and laptops, resolving

hardware, software, and connectivity issues.

• Deliver in-person deskside support to internal users, diagnosing and resolving technical problems quickly

to minimize downtime.

• Provide mobile device support for smartphones and tablets (iOS and Android), including setup,

configuration, troubleshooting, and connectivity issues.

• Deliver White Glove support for senior leaders and executives, ensuring priority response, proactive

assistance, and a high-touch support experience.

• Troubleshoot and support VPN connectivity, remote access issues, and secure access to corporate

resources.

• Support Microsoft 365 (O365) applications including Outlook, Teams, OneDrive, SharePoint, and related

collaboration tools.

• Perform network troubleshooting from the network drop to the endpoint device, including LAN

connectivity, Wi-Fi issues, and basic network diagnostics.

• Install, configure, and maintain desktops, laptops, peripherals, and endpoint devices, including monitors,

docking stations, printers, and accessories.

• Assist with new hire onboarding and equipment provisioning, including device setup, account

configuration, and workspace readiness.

• Maintain accurate incident documentation and ticket updates within the IT Service Management system

while following SLA targets.

• Escalate complex issues to engineering or specialized IT teams when required, ensuring proper handoff

and follow-up.

• Provide excellent customer service, clear communication, and technical guidance to end users.
• Support software installation, configuration, and troubleshooting for approved enterprise applications.
• Participate in device lifecycle activities including imaging, refresh programs, hardware replacement, and

asset tracking.

• Contribute to knowledge base documentation and process improvements to enhance support efficiency.