Deskside Support Technician

The Level 2 Deskside Support Technician provides on-site, second-level IT support to end users. This role is responsible for troubleshooting hardware, software, network, and mobility issues while ensuring a high level of customer satisfaction. The technician will support a variety of end-user devices and collaborate with technical teams to maintain seamless IT operations. Key Responsibilities

• Provide hands-on support for desktops, laptops, mobile devices, printers, video conferencing equipment, and peripherals.
• Troubleshoot and resolve hardware, software, and network-related incidents, escalating issues when necessary.
• Support application deployments, software distribution, image management, mobile device management (MDM), virtualization, and workspace security initiatives.
• Deliver priority support for executive and VIP users.
• Document, track, and manage incidents through ServiceNow.
• Perform IMAC (Install, Move, Add, Change) and break-fix activities.
• Conduct preventative maintenance and assist with infrastructure support activities.
• Ensure exceptional customer service and maintain professional communication with stakeholders at all levels.

Technical Responsibilities

• Troubleshoot desktops, laptops, mobile devices, printers, and related peripherals.
• Support Windows operating systems and Apple devices, including Mac OS and iOS (iPhones and iPads).
• Perform system imaging using PXE and USB-based deployment methods.
• Manage devices using Microsoft Intune.
• Support and troubleshoot Active Directory, VPN connectivity, and Zscaler solutions.
• Diagnose and resolve hardware and software issues in collaboration with OEM vendors.
• Provide support for Zebra printers and scanners.
• Utilize remote support tools such as LogMeIn.
• Leverage Nexthink for end-user monitoring and analytics.
• Work with SCCM, Citrix, and other enterprise workspace management platforms.
• Troubleshoot TCP/IP networking, domain-related issues, and client-server environments.
• Support infrastructure equipment including rack and stack activities, cabling, and data center devices.
• Assist with backup operations and media management when required.

• 5 to 7 years of hands-on IT support experience.
• Strong experience troubleshooting hardware and software issues across enterprise environments.
• Experience supporting Zebra printers and scanners.
• Familiarity with Nexthink and remote support tools.
• Working knowledge of Intune, Active Directory, VPN technologies, and Zscaler.
• Experience with ServiceNow ticket management.
• Understanding of SCCM, Citrix, and similar workspace management solutions.
• Knowledge of Windows operating systems, Apple devices, and enterprise mobility support.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong customer service skills with the ability to support executive-level users., * CompTIA A+, MCP, MCSE, or equivalent technical certifications.
• OEM certifications.
• ITIL knowledge or certification.
• Experience working in data center environments.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer-focused approach.
• Ability to work independently and manage priorities effectively.
• Detail-oriented with strong organizational skills.
• Professional demeanor with the ability to perform effectively in fast-paced environments.

Physical Requirements

• Ability to work in data center and infrastructure environments as needed.
• Ability to perform physical tasks, including walking throughout large facilities and handling IT equipment.