Deskside Support Engineer

Job Summary
We are seeking a skilled and experienced Level 2 Deskside Technician to join our IT Support
Services team. The Level 2 Deskside Technician will provide advanced technical support to
end-users, resolving complex hardware and software issues, and assisting with IT projects
and initiatives. This role requires strong technical expertise, excellent problem-solving
abilities, and a commitment to delivering exceptional customer service.
Key Responsibilities
• Advanced Technical Support: Provide second-level technical support to end-users
for more complex hardware, software, and peripheral issues. Resolve escalated
support tickets in a timely and efficient manner.
• Troubleshooting: Diagnose and troubleshoot advanced hardware, software,
network, and system issues. Perform root cause analysis and implement long-term
solutions to prevent recurrence.
• Installation and Configuration: Assist with the installation, configuration, and
maintenance of desktops, laptops, printers, and other IT equipment. Ensure devices
are set up according to company standards and user requirements.
• User Assistance: Provide in-depth guidance and assistance to end-users on ITrelated issues, including software usage, system navigation, and advanced
troubleshooting steps. Educate users on best practices and security protocols.
• Asset Management: Maintain accurate records of IT assets, including hardware
inventory, software licenses, and equipment assignments. Assist with asset
tracking, deployment, and decommissioning.
• Documentation: Create and maintain documentation for IT support processes,
procedures, and troubleshooting guides. Ensure knowledge base articles are up-todate and accessible to users.
• Escalation: Escalate unresolved issues to higher-level support teams or vendors as
necessary. Follow up on escalated tickets to ensure timely resolution.
• Preventative Maintenance: Perform routine maintenance tasks, such as software
updates, system backups, and hardware inspections, to ensure the reliability and
performance of IT equipment.
• Collaboration: Work closely with IT support teams, network administrators, and
other stakeholders to address and resolve technical issues. Participate in team
meetings and contribute to continuous improvement initiatives.
• Customer Service: Deliver exceptional customer service by maintaining a
professional and friendly demeanor. Ensure user satisfaction through effective
communication and prompt resolution of issues.
• Project Support: Assist with IT projects and initiatives, including hardware and
software upgrades, system migrations, and new technology implementations.
Qualifications
• Education: Associate’s degree in Information Technology, Computer Science, or a
related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft
Certified Professional, CompTIA Network+) are advantageous.
• Experience: 3-5 years of experience in IT support, helpdesk, or deskside technician
roles. Proven experience resolving complex technical issues and supporting
advanced IT environments.
• Technical Skills: Proficiency in troubleshooting hardware and software issues on
Windows and macOS platforms. Strong knowledge of networking principles,
printers, and peripheral devices. Experience with Active Directory, group policies,
and remote support tools.
• Communication: Excellent verbal and written communication skills. Ability to
explain technical concepts to non-technical users clearly and concisely.
• Problem-solving: Strong analytical and problem-solving skills. Ability to diagnose
issues, identify root causes, and implement effective solutions.
• Customer Focus: Commitment to delivering high-quality customer service. Ability
to handle user inquiries and complaints with patience and professionalism.
• Organizational Skills: Strong organizational and time management skills. Ability to
prioritize tasks and manage multiple support requests simultaneously.
• Adaptability: Ability to adapt to new technologies, processes, and procedures
quickly. Willingness to continuously learn and improve technical skills