Sr. Associate Deskside Support Technician

CoreFunction:

Serve as a Senior Technician responsible for delivering courteous knowledgeable and effective technical support to staff. Support includes desktops laptops operating systems business applications Microsoft 365 and related peripherals. Act as a primary IT support resource for the assigned area partnering with internal teams and hardware/software vendors to provide break/fix support problem resolution remote-hands assistance and onsite support for other IT departments.

Essential Duties & Responsibilities:

The duties listed below are intended to illustrate the types of work that may be performed. The omission of a specific duty does not exclude it from the position if the work is similar related or a logical assignment for this role.

• Own and monitor ServiceNow ticket queues to identify new aging breached or high-priority incidents and requests; ensure timely triage assignment follow-up escalation and resolution in alignment with service level expectations.
• Serve as a senior escalation point for complex deskside issues using advanced troubleshooting and sound judgment to resolve hardware software network access and productivity application problems.
• Manage escalated or high-impact incidents from intake through resolution ensuring clear communication accurate documentation appropriate prioritization and timely updates to users leadership and support partners.

• Respond to Deskside incidents service requests Teams messages emails and in-person support needs with professionalism urgency and a strong customer-service focus.
• Maintain upgrade and triage user systems office productivity equipment desktops laptops printers scanners copiers mobile devices peripherals Windows operating systems Microsoft 365 and business-critical applications.
• Coordinate with Service Desk Endpoint Engineering Infrastructure Security Asset Management and vendor teams to drive effective break/fix support problem resolution major incident support technology deployments and local site readiness activities.

• Develop maintain and improve desktop support procedures knowledge articles quick-reference guides and end-user documentation to promote consistent service delivery and repeatable support practices.
• Support onboarding mentoring and knowledge transfer for new or less-experienced technicians by sharing best practices demonstrating troubleshooting techniques and reinforcing adherence to documented processes.
• Provide remote hands support for other IT departments including infrastructure networking security collaboration and endpoint teams while following change security confidentiality and compliance requirements.

Minimum Knowledge Skills and Abilities Required:

• Minimum of 4 years of deskside support experience required; 46 years preferred.

• Excellent verbal and written communication skills with the ability to provide clear updates to users leadership and technical partners.
• Strong customer-service orientation with the ability to remain professional responsive and solution-focused in a fast-paced support environment.
• Ability to work effectively with end users peers senior leaders administrators vendors and cross-functional IT teams.
• Experience configuring supporting and troubleshooting Windows endpoints in an Active Directory and enterprise endpoint-management environment.

• Experience supporting Microsoft 365 applications collaboration tools web-based applications and business productivity software.
• Experience supporting Outlook and Exchange functionality including permissions views calendar sharing email rules profile configuration and data migration.
• Working knowledge of LAN/WAN hardware and administration.
• Working knowledge of enterprise ticketing systems preferably ServiceNow including incident/request documentation prioritization escalation and queue management.
• Ability to mentor less-experienced technicians share technical knowledge and reinforce standard support processes and documentation practices.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this role employees are regularly required to sit; communicate in person and through collaboration tools; use hands to operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk stand and move between work areas or sites to complete tasks. The role requires the ability to ascend and descend stairs. Specific vision abilities include close vision and the ability to adjust focus. Ability to lift and carry computers monitors desk printers and related peripherals.

Mental Demands
While performing the duties of this role Deskside Technicians are regularly required to use effective written and oral communication skills; read and interpret data information and documents; analyze and solve problems; apply mathematical reasoning; learn and apply new skills; manage highly detailed work across multiple concurrent tasks; and interact professionally with colleagues clients and vendors. The incumbent must maintain composure in a fast-paced high-quality environment where personal and team accountability are essential.

General office environment

Work is performed primarily in an office environment with standard office equipment available. The role is generally sedentary but may require standing and walking for up to 60% of the time to support users equipment and work areas.