Description:
The Deskside Support Technician provides hands-on, in-person technical support to end users at the corporate headquarters. This role serves as the primary onsite resolver for hardware, software, and connectivity incidents that cannot be resolved remotely, and acts as a key contributor to Field Services quality and the overall employee experience at HQ.
KEY RESPONSIBILITIES
- Provide L2/L3 deskside support for hardware, software, OS, and peripheral issues across Windows and macOS environments.
- Manage and resolve escalated tickets from the service desk within defined SLA/SLO targets; ensure accurate ticket hygiene and knowledge base (KB) updates.
- Execute device lifecycle activities — imaging, configuration, deployment, refresh, and decommission — aligned to zero-touch enrollment (ZTE) principles using Microsoft Intune and/or Jamf.
- Support onboarding and offboarding (JML) processes for HQ-based employees, including device provisioning and account readiness.
- Perform break-fix and warranty coordination for end-user hardware (laptops, desktops, peripherals, monitors, mobile devices).
- Administer and troubleshoot M365 applications (Outlook, Teams, OneDrive, SharePoint) and collaborate with the Desktop Engineering team on policy and configuration issues.
- Maintain asset inventory accuracy within the ITSM platform; enforce asset tagging and audit compliance.
- Proactively identify recurring issues and contribute root cause findings to Problem Management.
- Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team.
- Contribute to continual service improvement (CSI) initiatives and document resolutions for reuse across the knowledge base.