Deskside Specialist

Job description

As a Deskside Specialist you will provide excellent customer service, clear and concise communication, maintain a positive demeanor, and provide technical proficiency across Microsoft Windows and Apple macOS environments. You will resolve incidents in a timely manner for government staff to include but not limited to PCs, Macs, mobile devices, conferencing systems, and cloud collaboration tools. Responsibilities: - Respond to and resolve Tier II IT support requests at the client’s workstation/desk. - Troubleshoot hardware, software, and network connectivity issues for end-users. Provide guidance on the use of IT systems, applications, and tools. - Setup, configure, and maintain end-user devices such as desktops, laptops, and peripherals. - Perform routine system checks and updates to ensure functionality and security. - Support onboarding processes by configuring accounts and devices for new users. - Document and track service requests, resolutions, and user interactions in a ticketing system. - Escalate unresolved or complex issues to higher-level support teams. - Maintain knowledge of organizational IT policies and procedures to ensure compliance. - Deliver excellent customer ser...