Position Details
Desktop Support Specialist Apply
Job Description
Location: Client Onsite / Field Locations
Job Summary:
The Local Site Support Technician will provide end-user computing and onsite IT support services, including incident resolution, IMAC (Install, Move, Add, Change), asset management, kiosk support, VIP support, and coordination with service desk and third-party vendors. The role ensures minimal disruption to business operations by delivering high-quality deskside and infrastructure support aligned with SLA and security standards.
Key Responsibilities:
1. Deskside & End-User Support
- Provide Level 2 deskside and remote support for laptops, desktops, tablets, peripherals, printers, and MFPs.
- Troubleshoot hardware, OS, application, and network connectivity issues.
- Perform break/fix, root cause analysis, and incident resolution.
- Coordinate with Service Desk and ensure ticket closure with user sign-off.
2. IMAC (Install, Move, Add, Change, Delete)
- Perform system build, imaging, configuration, and deployment.
- Conduct site surveys (power, LAN, rack, cabling).
- Handle data migration and user profile restoration.
- Support new hire onboarding and device provisioning.
3. Asset & Inventory Management
- Maintain asset tagging, tracking, lifecycle monitoring, and spares inventory.
- Manage warranty coordination and refresh cycles.
- Update ITSM and CMDB systems.
4. Kiosk & Walk-Up Support
- Provide walk-in technical assistance and concierge services.
- Handle break/fix, how-to queries, and peripheral swaps.
- Support smart lockers, vending machines, and loaner devices.
5. Managed Print & Consumables
- Support printers, scanners, MFPs, and consumable replenishment.
- Coordinate toner, cartridges, paper, and spares logistics.
6. Security & Compliance
- Perform secure data wipe and asset disposal processes.
- Ensure compliance with client IT, security, and data classification policies.
- Support VIP users and critical business events.
7. Automation & Innovation
- Support self-service, AI-driven support tools, bots, and knowledge systems.
- Participate in continuous improvement and automation initiatives.
Required Skills:
Technical:
- Windows / macOS OS troubleshooting
- O365, VPN, Active Directory, SCCM/Intune
- Network basics (LAN/WAN, Wi-Fi, TCP/IP)
- Printer & MFP support
- ITSM tools (ServiceNow, BMC, Jira, etc.)
- Imaging & deployment tools
Functional:
- Incident & Problem Management
- IMAC execution
- Asset lifecycle management
- Vendor coordination
- Documentation & SOP adherence
Soft Skills:
- Strong customer service orientation
- Excellent communication & interpersonal skills
- Ability to support executives and VIPs
- Field readiness and multitasking ability
Experience & Qualifications:
- 2–5 years in Deskside / EUC / Field Support
- ITIL Foundation (preferred)
- CompTIA A+, Network+ or equivalent
- Experience in enterprise onsite support environments
Working Model:
- Onsite and field-based support
- Shift-based coverage
- On-call support for critical incidents and events
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