Deskside Support Analyst

Job Summary The Deskside Support Analyst is responsible for providing advanced service, repair, and installation of computer systems, including hardware, software, and peripheral devices. This role supports end users by troubleshooting system issues, managing service requests, and ensuring effective operation of computing equipment. The position also includes VIP support for executive staff, assistance with mobile device issues, and participation in corporate laptop refresh activities. Key Responsibilities Provide technical support for hardware, software, networks, and applications using remote tools and cloud technologies. Manage and resolve technical tickets within ServiceNow. Apply problem-solving skills to enhance processes and generate required reports. Deliver White Glove support for executive users. Support mobile devices, including resolving iPhone issues. Use specialized knowledge to address complex problems or guide less experienced team members. Maintain documentation of daily assignments and inventory updates. Ensure a strong customer-service approach and high-quality end-user support. Prioritize ServiceNow tasks based on issue impact and determine best practices for resolution. Provide internal customer support within established service levels, including coordinating incident handling and ensuring timely task execution. Use experience, professional judgment, and broad technical knowledge to complete tasks in alignment with policies and business strategy. Stage, prepare, and deploy computers, peripherals, and devices. Troubleshoot desktop, laptop, and workstation hardware issues. Perform installation of non-standard software when necessary. Support corporate software applications such as Microsoft Windows 10, Office 365, and Teams. Facilitate data migration between computers. Provide virtual desktop support. Collaborate with vendors and third-party support for hardware or software issue resolution. Follow procedures in the internal knowledge base and contribute documentation as needed. Work with external help desk vendors when required. Provide phone support as necessary. Perform additional duties or special projects as assigned by management. Required Qualifications Education: Associate degree in Computer Networking or 2 years of related experience. Experience: Prior help desk experience preferred. Ability to resolve escalated tickets. Experience providing VIP/White Glove support. Experience supporting iPhones. Skills: Strong research and issue-resolution capabilities. Ability to work effectively in a fast-paced environment. Excellent verbal communication skills with the ability to explain technical concepts clearly. Strong organizational skills and ability to meet tight deadlines. Solid understanding of internal department functions and operations. Ability to perform physical tasks such as bending, standing, and reaching. Ability to occasionally lift up to 40 pounds. Additional Requirements: Availability to work onsite MondayFriday. Education: Associate's Degree