A Deskside Support Specialist is responsible for providing technical assistance and support to end-users, ensuring that their computer systems, software, and hardware are functioning efficiently. Success in this role involves promptly resolving technical issues, maintaining a high level of customer satisfaction, and contributing to the overall productivity of the organization. This position is essential for minimizing downtime and ensuring that employees can perform their tasks without technical interruptions.

Responsibilities and Duties

• Analyze, prioritize, and resolve help desk tickets across departments in a timely manner.
• Assess criticality of urgent after hours (including weekends) hardware and assesses issues and respond within 4-6 hours
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required deskside service levels.
• Create and Manage Active Directory, Azure Active Directory user profiles an passwords.
• Manage two-factor security authentication access for third-party tools slack, zoom, office.
• Microsoft 365 product suite installation, configuration, troubleshooting and support.
• Azure (Entra) management of user groups, distribution lists, licenses access.
• Effectively configure and manage computer device baseline and security profiles using approved remote endpoint management tools.
• Operating systems troubleshooting, installation, patching and upgrades including Apple OSX and Microsoft Windows.
• Install, support, troubleshoot applications for new and existing team members.
• Research and knowledge of security issues related to operating systems and patching.
• Mange and support threat detection applications such as Microsoft Defender and Malware Bytes.
• Inventory management and tracking of all end-user company devices which includes physical control of assigned computer assets.
• Ensure all effort and tasks are captured in an official Jira Service Desk request.
• Computer and printer hardware support and repair and vendor warranty management.
• Effective and prompt use of the latest communication tools and methods to assist all staff local and remote (Ex IM, Phone, Mobile, Video chat, etc).
• Identify, research, procure, and purchase new and existing employee hardware through to completion of delivery and setup.
• Performs other related duties as assigned to support the organization’s goals and objectives.

Education Requirements/Preferences

• Bachelor’s degree or Certifications in computer science, Information Technology, or a related field - Preferred

Experience Requirements/Preferences

• 2+ Years Deskside end-user technical support experience Required
• 1+ Years Microsoft Desktop OS, Office, Outlook, Updates Support Required
• 1+ Years General Software Support (Antivirus, User Apps, Updates) Required
• 1+ Years Apple/Mac basic troubleshooting experience Required
• 1+ Years Basic network troubleshooting experience Required

Skills Requirements/Preferences

• Active Directory and Azure Active Directory (Entra ID)
• Microsoft Intune and Defender
• Jira or other help desk tool
• Antivirus softwares
• Microsoft Office Suite
• VPN understandings. 

Competency Requirements/Preferences

• Self-Discipline: Adheres to schedules, meets deadlines, and sticks with tasks until completion.
• Prioritization Skills: Effectively prioritizes tasks based on the organization's needs.
• Investigative and Conventional: Inquisitive, curious, detail-oriented, and organized.
• Empathy and Social Skills: Thrives in social situations and enjoys helping others.
• Engaging: Effective and timely communicator with team members.

Certification Requirements/Preferences

• CompTIA - IT Fundamentals - Preferred 
• CompTIA + - Preferred 

Physical Ability Requirements

• Ability to lift up to 50 lbs
• Moving of monitors and computer equipment