Deskside Support Technician - Level 1

Job Description

Job Summary: The Level 1 Deskside Support Technician will serve as the first point of contact for resolving hardware, software, and network issues. This role involves troubleshooting, configuring, maintaining IT systems, and delivering excellent customer service.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, in-person, and deskside interactions.
• Ensure all assigned tickets are resolved within the agreed-upon Service Level Agreements (SLAs) to maintain organizational efficiency and client satisfaction.
• Create, manage, and maintain workflows, dashboards, and reports within the ServiceNow platform to improve tracking and visibility of support activities.
• Troubleshoot and resolve hardware, software, and network (wired and wireless) connectivity issues, including desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain computer systems, operating systems, applications, printers, and other peripherals.
• Assist with setting up and maintaining conference room technologies, such as Microsoft Teams and/or Zoom Rooms equipment.
• Configure, deploy, and track IT equipment, including workstations and mobile phones, via MDM solutions.
• Respond promptly to service tickets and escalate complex issues to higher-level support teams when necessary.
• Assist with user account setup and maintenance in Active Directory and other IT systems.
• Ensure IT inventory is managed and properly tracked.
• Document and track all support requests in the helpdesk ticketing system and update the knowledge base for common issues.
• Follow established troubleshooting procedures and participate in ongoing training to stay current with emerging technologies.
  
  

Qualifications:

• High school diploma or equivalent; associate degree in IT or related field preferred.
• Proven experience in a helpdesk or similar role is highly desirable.
• Basic understanding of computer hardware, software, networking concepts, and IT systems such as Active Directory.
• Familiarity with ITIL practices, ITSM platforms, firewalls, switches, servers, and backup solutions is a plus.
• Considered certifications such as CompTIA A , Network , CCNA, or MCSA are highly valued.
• Strong problem-solving, troubleshooting, and critical thinking skills.
• Excellent communication, interpersonal, and customer service abilities.
• Ability to work independently and as part of a collaborative team.
• Positive attitude, strong work ethic, and willingness to adapt to new technologies and procedures.
  
  

Benefits:

• Competitive salary based on experience.
• Opportunities for professional growth and career advancement.
• Collaborative, supportive, and friendly work environment with a focus on teamwork and continuous learning.
  
  

Requirements:

• Must be willing to undergo a background check
• Must have authorization to work within the U.S
• Must be able to commute to location
  
  

Company Description

MSSP seeking talented and energetic deskside support technicians.

MSSP seeking talented and energetic deskside support technicians.