Deskside Support Technician

About the role

We are looking for a proactive Deskside Support Technician to provide second‑level assistance for desktop and laptop environments. You will work closely with end users and the IT team to ensure hardware, software, and network issues are resolved quickly and efficiently.

Key responsibilities

• Deliver second‑level technical support for desktop/laptop hardware, software, and peripherals.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis to identify recurring problems and develop lasting solutions.
• Troubleshoot break/fix issues on Windows and macOS computers.
• Assist with network connectivity problems, including LAN/WAN, Wi‑Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Document work, issues, and resolutions in the company ticketing system.
• Provide remote support for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to keep equipment running optimally.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of experience in desktop support or a similar role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office Suite and common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem‑solving, analytical, communication, and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Network+, MCDST) are a plus.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office Suite
• Active Directory
• Group Policy management
• Remote desktop tools
• VPN configuration
• LAN/WAN networking
• Wi‑Fi troubleshooting
• Hardware troubleshooting and repair
• Software installation and updates
• Ticketing system usage