Deskside Support Technician

Job Title: Desktop Support Engineer (Level 1 / Level 1.5) / Deskside Support Technician
Location: Chicago, IL (Locals Only)
Duration: Long Term

Interview availability for tomorrow :

Qualifications:

• 3-4 years of experience in Desktop Support, Deskside Support, Helpdesk, or IT End-User Support
• Hands-on experience troubleshooting Windows OS, desktops, laptops, and common hardware issues
• Experience supporting Microsoft Office 365 applications such as Outlook, Teams, Word, Excel, and OneDrive
• Basic knowledge of Active Directory and user account troubleshooting
• Prior experience working with ServiceNow or other IT ticketing systems
• Experience providing onsite and remote technical support to end users
• Basic VPN and VDI troubleshooting experience
• Experience troubleshooting printers, monitors, docking stations, keyboards, mice, and other peripherals
• Experience with workstation/laptop setup, configuration, imaging, and deployment
• Experience supporting new-hire onboarding and workstation setup
• Basic knowledge of hardware inventory and asset management
• Ability to troubleshoot Level 1 / Level 1.5 issues and escalate complex issues to L2/L3 teams when required
• Strong communication and customer service skills
• Ability to manage multiple tickets and prioritize support requests effectively

Responsibilities:

• Provide Level 1 / Level 1.5 technical support through phone, email, chat, and onsite support
• Respond to ServiceNow tickets, troubleshoot issues, and document resolutions
• Troubleshoot Windows, Office 365, Outlook, Teams, VPN, VDI, and other end-user applications
• Diagnose and resolve desktop, laptop, printer, monitor, docking station, and peripheral issues
• Assist with workstation/laptop setup, imaging, deployment, and replacement
• Support new-hire onboarding and basic user setup
• Assist with password, account access, connectivity, and basic Active Directory issues
• Provide remote support using approved remote-support tools
• Support office moves, workstation changes, hardware replacements, and other IT activities
• Maintain accurate ticket documentation and follow established IT procedures
• Assist with hardware inventory, asset tracking, shipping/receiving, and equipment distribution
• Escalate complex or unresolved issues to the appropriate L2/L3 support teams
• Support IT projects and other end-user technology initiatives as needed

Key Skills:
Desktop Support | Windows | Office 365 | Active Directory | ServiceNow | VPN | VDI | Hardware Troubleshooting | Remote Support | Imaging | Asset Management | End-User Support.