Deskside Support Technician

1 week ago

Avon, United States eJAmerica Full time

Job Description: -1 position availableWorking schedule: 7.00 AM to 4.00 PMRegional Support. The Selected Resource will be open to travel for about 2 hrs.Regional resources are preferred to be located in the following offices: Midwest Region – Avon, IN 24/7 on-call supportThe Deskside support member should have strong technical knowledge and hands–on experience in the following technologies: ITIL & Ticketing System FamiliarityMicrosoft Client OS (Win10, 11)Basic network configuration and troubleshooting (static IP, DHCP, DNS)Microsoft 365 SupportPrint and File share servicesHardware Break-fix/ReplacementPatch ManagementApplication installation and troubleshooting Imaging & Device ProvisioningDetailed Job DescriptionOver 5 years of hands-on experience in desktop support and end-user computing.Skilled in Microsoft Windows OS (Windows 10/11) administration, deployment, and troubleshooting.Proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps).Strong experience with endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot.Experienced in using tools like SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support.End-to-end knowledge of desktop/laptop lifecycle – from build and deployment to maintenance and decommissioning.Provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting.Comfortable with remote support tools such as RDP, TeamViewer, AnyDesk, and enterprise solutions.Capable of documenting solutions and creating user-friendly knowledge base articles.Work collaboratively with IT teams to maintain a stable and efficient desktop environment.Experienced in working in a global delivery model with strong communication, analytical, and time management skills.Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support.Primary Job Duties:General support and troubleshooting for all CSX technology devicesRemote and/or onsite end-user support for all technology-related itemsAssist with device install, replacement, and refresh as needed (including desktops, laptops, tablets, mobile devices, scanners, and printers)Document ServiceNow incidents assigned to the support teamCoordinate and assist with field-focused technology app/tool testing and implementations, which may include end-user trainingMobile Operations Command Center (MOCC) Supporto Assist TFO Team with quarterly maintenance on MOCCo Provide onsite end-user support when MOCC is deployedSite surveyso Regular walkthrough at field locationso Perform checks of technology devices and connectivityo Identify unused and/or underutilized devices for possible reclaimo Documented inventory of technology devices at each locationDevice reclamationo Removal of unused devices from field locationso Retrieve RMA'd (damaged) devices from end userso Recover devices from terminated employeeso Document all reclaimed devices before shipping to the warehouseDesirable (not mandatory): Relevant technical & process certifications:ITIL V4 FoundationsMD-102: Endpoint AdministratorMicrosoft 365 Certified: Fundamentals - MS-900

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