Job Description
The Desk Side Support Engineer provides on-site technical assistance to resolve complex hardware, software, and network issues escalated from the help desk. This role involves hands-on troubleshooting, system installations, and ensuring minimal downtime for end-users. The ideal candidate will excel in customer service, problem-solving, and collaborating with IT teams to deliver seamless support.
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**Key Responsibilities:**
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▪ Technical Support:
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• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).
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• Troubleshoot software problems (OS, applications, drivers) and perform installations/upgrades.
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• Configure and deploy workstations for new hires, including imaging and data migration.
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• Assist with network, server, and telecom equipment issues on-site.
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• Hands and Eyes Support
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• Break Fix
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• IMACD (Install, Move, Add, Change, and Disposal)
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• Desk Side Support
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• Dispatch Site
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• Network Infrastructure Support Amended to add “– as a Hands and Eyes Support Model
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• Maintain documentation on hardware, configuration, and key user processes in collaboration with other support teams
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• Participate in check-ins with the remote service delivery team Perform user account administration (e.g., password resets, group changes) in Active Directory
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• Support standard software platforms, including Windows, Office 365 (Outlook, Teams, OneDrive), and VPN access
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• Escalate issues to remote teams as needed and track resolution progress
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• Image, deploy, and troubleshoot desktops and laptops
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• Maintain hardware inventory and prepare loaner/spare devices
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• Install and configure printers, basic software, and peripheral equipment
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• Coordinate warranty returns or hardware replacements as needed.
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▪ **Incident Management:**
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• Address escalated tickets from the help desk promptly.
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• Document solutions in the ticketing system and maintain knowledge base articles.
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▪ **Physical Requirements:**
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• Ability to lift up to 30 lbs (e.g., workstations, monitors).
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• Mobility to move across facilities for troubleshooting.