Desk Side Support Technician

Role: Desk Side Support Technician n

Location: Mebane, NC 27302 (100% Onsite) – please look for someone max 20-25 miles

Job Summary:

The Desk Side Support Technician provides advanced technical support to end-users for desktops, laptops, mobile devices, printers, and other office technology. This role involves both remote and hands-on assistance, handling escalations from other support teams, and working closely with IT teams to ensure timely resolution of complex technical issues.

Key Responsibilities:

• Respond to and resolve support requests escalated by the Service Desk and other appropriate teams.

• Diagnose and troubleshoot hardware and software issues across Windows and Mac environments.

• Install, configure, and maintain desktop and laptop systems, including imaging, patching, and upgrades.

• Provide support for Microsoft 365 applications, email, VPN, and other enterprise tools.

• Support mobile devices (iOS/Android), printers, scanners, and peripherals.

• Assist with user account management in Active Directory / Entra and other enterprise systems.

• Document troubleshooting steps and resolutions in the ticketing system (e.g., ServiceNow, JIRA).

• Participate in hardware asset inventory, deployment, and refresh projects.

• Collaborate with Level 3 support or infrastructure teams for unresolved or critical issues.

• Follow IT security policies and ensure endpoint compliance.

• Maintain a high level of customer service and professionalism in all user interactions.

• Provide assistance in racking and stacking of network devices and configuring the same on a need basis.

• Hands-on experience with:

o Network troubleshooting tools (ping, traceroute, Wireshark)

o Routers, switches, firewalls

o LAN/WAN, TCP/IP, DNS, DHCP, VPNs

Required Qualifications:

• 8 – 10 years of hands-on experience in desktop/laptop/peripherals or desk side support.

• Proficient in Windows 10/11, Macintosh OS, Microsoft 365, Remote desktop tools and support tools.

• Familiarity with Active Directory, Azure Entra, ITSM platforms, and software deployment tools (e.g., Intune, JAMF etc.,).

• Solid understanding of networking basics (TCP/IP, DHCP, DNS).

• Strong troubleshooting skills with desktops, laptops, and peripherals.

• Excellent written and verbal communication skills.

• Ability to prioritize tasks, work independently, and adapt to changing environments.

Preferred Qualifications and Certifications:

• CompTIA A+ or Network+

• Microsoft Certified: Modern Desktop Administrator Associate

• ITIL Foundation Certification

• Experience with MacOS, Linux, or virtual desktop environments (e.g., Citrix)

Working Conditions:

• Office-based work with reporting to the work location during all business days.

• Support as required for weekends or after hours on a need basis.

• Ability to lift and move computer equipment as needed (up to 30 lbs).