Deskside Support Technician

Job Description
Job Summary:
The Level 1 Deskside Support Technician will serve as the first point of contact for resolving hardware, software, and network issues. This role involves troubleshooting, configuring, maintaining IT systems, and delivering excellent customer service.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, in-person, and deskside interactions.
• Ensure all assigned tickets are resolved within the agreed-upon Service Level Agreements (SLAs) to maintain organizational efficiency and client satisfaction.
• Create, manage, and maintain workflows, dashboards, and reports within the ServiceNow platform to improve tracking and visibility of support activities.
• Troubleshoot and resolve hardware, software, and network (wired and wireless) connectivity issues, including desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain computer systems, operating systems, applications, printers, and other peripherals.
• Assist with setting up and maintaining conference room technologies, such as Microsoft Teams and/or Zoom Rooms equipment.
• Configure, deploy, and track IT equipment, including workstations and mobile phones, via MDM solutions.
• Respond promptly to service tickets and escalate complex issues to higher-level support teams when necessary.
• Assist with user