Title :Senior Deskside Support Technician

Location : New Kensington, PA 15068 (0nsite)

We are seeking a Senior Deskside Support Technician to join our team at a client site. This role requires a balance of strong technical expertise, professionalism, and customer service. The ideal candidate will not only provide deskside support but will also help improve processes through documentation, knowledge sharing, and efficient task execution.

Key Responsibilities:

• Provide high-quality deskside support for end users, ensuring technical issues are resolved promptly and effectively.
• Support a professional environment with many onsite engineers, managers, and occasional high-level executives.
• Represent the company with the highest level of professionalism and customer service.
• Create and update knowledge base articles for processes and procedures that are not currently documented.
• Manage time effectively to maintain productivity and meet deadlines.
• Follow established processes and procedures to complete tasks of varying difficulty levels.
• Assist with hardware deployment, imaging, setup, and returns.
• Manage and resolve tickets within ServiceNow, adhering to SLAs and required procedures.
• Collaborate with team members and escalate issues as necessary.

Required Qualifications:

• Proven experience in deskside support at a senior level.
• Strong customer service orientation, with the ability to communicate clearly and confidently.
• Ability to troubleshoot and resolve complex technical issues.
• Proficiency with:
  • Windows 11 and related troubleshooting.
  • Windows remote tools.
  • Microsoft 365 applications.
  • Microsoft Autopilot for device provisioning.
  • Basic Active Directory tasks (not full administrative rights).
  • ServiceNow for ticket management and workflow adherence.
• Experience in hardware lifecycle management (deployment, imaging, returns).
• Ability to quickly learn and adapt to processes, procedures, and new technologies.

Preferred Qualities:

• Strong documentation and writing skills for knowledge base development.
• Professional demeanor and ability to engage effectively with all levels of staff, including executives.
• Confident, self-motivated, and proactive in problem-solving.
• Excellent time management and organizational skills.