The Deskside Technician provides on site and remote technical support to end users, ensuring timely resolution of hardware, software, and connectivity issues. The role focuses on incident resolution, service requests, device lifecycle (asset) management, and VIP support, working closely with Service Desk, Infrastructure, and Security teams to meet defined SLAs for deskside response and resolution
End User Support
Provide on site deskside support for laptops, desktops, monitors, printers, peripherals, mobile devices, and accessories
Diagnose and resolve hardware, OS, and application issues (Windows)
Support network connectivity issues, including LAN, Wi Fi, VPN, and docking stations
Respond to deskside incidents and service requests within agreed SLA response and resolution targets
Log, update, and close tickets accurately in the ITSM tool, maintaining clear user communication
Coordinate escalations to L2/L3 teams when required and track issues to closure
Perform IMACD activities (Install, Move, Add, Change, Dispose) for end user devices
Support user onboarding and offboarding, including device setup, access verification, and asset recovery
Maintain accurate asset inventory and documentation
Install, configure, and troubleshoot standard enterprise applications
Assist with Active Directory tasks, account access issues, and MFA related problems (where applicable)
Provide priority deskside support for VIP users, ensuring minimal business disruption
Maintain professionalism, confidentiality, and high customer satisfaction
Adhere to ITIL based processes for Incident, Request, Change, and Problem Management
Contribute to knowledge base articles and documentation to improve first time fix rates
Participate in audits, compliance checks, and continuous service improvement activities
Technical Skills
Strong hands on experience with Windows OS, laptops, desktops, and peripherals
Working knowledge of Active Directory, Office 365, VPN, and enterprise security tools
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi Fi)
Professional Skills
Excellent customer service and communication skills
Ability to manage multiple tickets and prioritize effectively
Comfortable working in SLA driven enterprise environments
Work from Office all the days
May require walking between floors/buildings and lifting IT equipment
May require travel to other office locations within New York city
Support during business hours with flexibility for critical incidents
SLA adherence for deskside response and resolution