Desktop Support Associate

Insidesource DEI Statement

By nurturing a culture where everyone experiences a deep sense of belonging and equity of opportunity, we will uphold our vision to “unleash human and business potential.” We commit to being an anti-ism workplace and embedding diversity, equity, and inclusion throughout our business.

Job Summary

The Desktop Support Associate is responsible for delivering comprehensive technical support for Insidesource's IT systems, audiovisual equipment, and mobile devices. The ideal candidate will possess exceptional troubleshooting abilities, strong communication skills, and experience in supporting diverse technological environments. This role reports to the Director of Business Operations and Technology and involves collaboration with our managed service providers and various vendors to fulfill requests.

Essential Duties and Responsibilities:

Provide first-line technical support for desktops, laptops, peripherals, and software applications

Configure, install, and maintain audiovisual equipment including projectors, video conferencing systems, and digital signage

Support mobile devices including smartphones and tablets across various operating systems (iOS, Android)

Diagnose and resolve hardware and software issues through remote support and desk-side visits

Set up new employee workstations and perform equipment refreshes

Maintain inventory of IT assets and manage equipment lifecycle

Document technical solutions and maintain knowledge base articles

Assist with regular maintenance and software updates

Escalate complex issues to appropriate IT teams when necessary

Train users on basic hardware and software operations

Supervisory Responsibilities

None

Skills, Knowledge, Experience Required

2+ years of experience in IT desktop support or similar technical role

Strong knowledge of Windows and Mac operating systems

Experience supporting and troubleshooting AV equipment

Familiarity with mobile device management (MDM) solutions

Understanding of networking concepts and troubleshooting

Knowledge of IT security best practices

Excellent customer service and communication skills

Ability to explain technical concepts to non-technical users

Strong problem-solving and critical thinking abilities

Technical certifications preferred (CompTIA A+, HDI, ITIL)

Experience with ticketing systems and IT service management tools

Knowledge of cloud applications and services (Microsoft 365, Google Workspace)

Experience in a corporate environment

Familiarity with remote support tools

Must be able to travel occasionally to various company sites (San Francisco, San Jose, Concord)

Acknowledgement

This job description is designed to outline the essential job functions and qualifications of this position. Responsibilities may be added or removed from time to time to match the changing needs of the company.