Desktop Support Specialist

Job Description

Position Summary

The Deskside Support Technician provides first-level technical support for end users in a professional office environment. This position focuses on desk-side troubleshooting, mobile device support, and peripheral equipment maintenance, including printers and scanners. The Technician will serve as the initial point of contact for technology-related issues and will escalate all complex or unresolved matters to the organization's Managed Service Provider (MSP) by defined procedures.

Essential Duties and Responsibilities

Provide hands-on desk-side support for desktops, laptops, monitors, docking stations, and other end-user equipment.

Troubleshoot and resolve basic issues with Windows/macOS operating systems, Microsoft 365 applications, and standard productivity tools

Set up and support mobile devices (iOS and Android), including basic configuration, password resets, and email setup.

Provide front-line support for printer and copier issues, including paper jams, toner replacement, and basic troubleshooting.

Assist with workstation deployment, setup, and cable management

Maintain accurate records of service requests, resolutions, and escalations using the designated ticketing system

Follow documented procedures for issue resolution, hardware handling, and escalation protocols

Provide friendly, professional, and timely customer service to internal staff

Support new hire onboarding and offboarding by preparing, retrieving, and organizing technology assets

Coordinate with the MSP for any issues requiring advanced support or remote intervention

Required Qualifications

Minimum of 2 years of experience in a help desk or technical support role, or equivalent training and demonstrated proficiency.

Working knowledge of Windows 10/11, Microsoft Office, and Microsoft 365 environments

Familiarity with mobile devices and operating systems (iOS and Android)

Basic understanding of printers, scanners, and other peripheral devices

Strong communication skills, both written and verbal

Ability to follow instructions, document work, and adhere to defined processes

Excellent organizational skills and attention to detail

Ability to maintain a professional demeanor and interact effectively with non-technical users

Preferred Qualifications

CompTIA A+, CompTIA IT Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, MD-102: Endpoint Administrator or equivalent

Experience with a ticketing system such as Autotask, ConnectWise, Zendesk, Freshservice, or ServiceNow

Exposure to remote support tools (e.g., DattoRMM, N-Able, ConnectWise Automate, etc.)

Basic knowledge of Active Directory (e.g., password resets, account lookups)

Familiarity with hardware asset tracking or inventory systems

Physical Requirements

Ability to lift, carry, and move equipment such as desktop computers, monitors, and printers (up to 30 pounds)

Ability to crouch, kneel, or reach to access equipment under desks or in cabinets

Work Environment

This position requires full-time, on-site presence in a professional office setting. The technician may be required to travel between floors or departments and must be able to respond to in-person support requests and scheduled service tasks.

Compensation and Benefits

Compensation will be commensurate with experience. Benefits, if applicable, will be discussed during the interview process

Full-time