Deskside Support Specialist

Hardware, Computer science, Customer service, Database, Desktop, IT infrastructure, Active Directory, IT service management, Information systems, Infrastructure, LAN, Microsoft Office, Microsoft Windows, Mobile devices, Networking, Operating systems, Print management, Printers, QA, Recovery, Root cause analysis, Software engineering, Technical support, VPN, WAN, iOS development
Contract W2, Contract Independent
Depends on Experience

Job Description

Deskside Support Technician

The Deskside Support Technician is responsible for software and hardware support- Tiers 1 and 2.

  • Provide technical advice, guidance and informal training to end users using hardware and software programs.
  • Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
  • Perform root cause analysis and develops checklists for typical problems
  • Recommend procedures and controls for problem prevention
  • Maintain knowledge database and call tracking database to enhance quality and timeliness of problem resolutions
  • Work in a team setting, sharing information and assisting others with calls
  • Take and handle incoming calls for support in an efficient and professional manner
  • Provide first level of support to resolve most basic problems involving infrastructure and client technology components, including but not limited to:
  • client hardware/software, printers, and network components


  • Provide second level of support to resolve more complex problems involving infrastructure and client technology components, including but not limited to:
  • client hardware/software, printers and network components
  • Stay up-to-date on infrastructure components to always ensure the highest level of service and support to the organization
  • Mentor peers to help them build capabilities
  • Document troubleshooting instructions
  • Improve efficiency of team to resolve problems


  • Bachelor s or Technical Degree Preferred. (computer science, information systems, software engineering or other industry related curriculum).
  • Minimum 2 years in Customer Service Environment
  • 1-2+ years experience in a technician or relevant role
  • Strong working knowledge of PC, Application, Hardware and Networking/systems/Platforms
  • Basic understanding of desktop services, including Operating systems, Desktop applications, Print management, Network connectivity, and Password administration
  • Working knowledge of ITIL service management - programs, procedures, and processes
  • Experience interacting with the Business & ETP community
  • Understanding of the IT infrastructure, including specialized experience in one or more areas (e.g., printers, PC's, software programs)
  • Working knowledge of MS Office, Windows, Active Directory, and iOS
  • Experience in supporting end users or Windows desktop and iOS mobile devices
  • Microsoft Certified Desktop Support Technician or equivalent
  • Ability to successfully troubleshoot LAN/WAN and VPN desktop or mobile device connectivity issues
Dice Id : 10118645
Position Id : DE_Deskside
Originally Posted : 3 months ago
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