Deskside Support Technician

Apex Systems; Cork; On-site; EUR 30,000 - 42,000; Full time

Job summary

Apex Systems is seeking an IT helpdesk/desk-side support specialist to deliver courteous, knowledgeable technical support to staff in an office environment. The role covers desktops, laptops, MS 365, and related peripherals, with a focus on break/fix and timely resolution.

The ideal candidate has 2+ years in deskside support, with strong Windows/AD, MS Office, and vendor coordination experience. This is an agency-to-permanent conversion and will involve on-site support and collaboration with

Qualifications

• 2+ years in a deskside support role.
• 2–4 years preferred.

Responsibilities

• Identifies and resolves technical problems using established troubleshooting methods.
• Responds to tickets, calls, emails for IT support from staff.
• Maintains desktops, laptops, printers, scanners, copiers, and related peripherals.
• Manages Windows desktops and MS Office with patches and updates.
• Supports user IT issues, coordinating with vendors for solutions.
• Maintains asset inventory and software licensing records.
• Supports evaluation and implementation of hardware/software to improve productivity.

Skills

Windows AD and OS

Desk-side support

Microsoft 365

Hardware troubleshooting

Printer/scanner support

Tools

ServiceNow

Job description

Starts as an Agency contract then to permanent conversion

Role Overview

This position is responsible for delivering courteous, knowledgeable, and effective technical support to staff. Support includes desktops, laptops, operating systems, business applications, Microsoft 365, and related peripherals. The role will act as a primary IT support resource for the assigned area, partnering with internal teams and hardware and software vendors to provide break/fix support, problem resolution, remote-hands assistance, and onsite support for other IT departments.

Key Responsibilities

• Identifies and resolves technical problems utilizing established troubleshooting methodologies.
• Responds to Field Services tickets, telephone calls, and e-mail and personnel requests for technical support.
• Tracks and monitors problems to ensure timely resolution.
• Maintains user systems, applications, and office productivity appliances including desktops, laptops, printers, scanners, copiers, and fax machines.
• Maintains and supports Windows desktops and applications (MS Office Suite) and installs vendor critical and security patches and updates.
• Provides support for user IT support issues and works with available resources, hardware, and software vendors to provide effective solutions.
• Coordinates with external partners, software, and hardware vendors for problem resolution, information gathering, system upgrades, and maintenance.
• Follows and supports established policies and procedures to ensure appropriate usage of information systems.
• Develops and maintains desktop support documentation and assists in preparing end-user documentation.
• Maintains infrastructure assets including asset inventory, equipment tracking, software licensing records, and asset labeling.
• Assists with the evaluation and implementation of new hardware and software solutions to improve productivity.

Required Qualifications

Experience:

At least 2 years in a deskside support services support role. 2-4 years is preferred.

Technical Skills:

Experience in using, configuring, and troubleshooting Windows computer platforms in an Active Directory environment. Experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web-based applications. Experience with the configuration of Outlook/Exchange, including resolving issues with permissions, views, calendar-sharing, email rules, and mailbox management. Working knowledge of LAN/WAN hardware and administration. Familiarity with systems of record, preferably ServiceNow.

Abilities:

This role requires verbal communication and writing skills. It requires customer service skills, motivation, and the ability to work with various people from staff to high-level administrators.

Work is performed primarily in an office environment with standard office equipment available. The role is generally sedentary but may require standing and walking for up to 60% of the time to support users, equipment, and work areas. While performing the duties of this role, employees are regularly required to sit; communicate in person and through collaboration tools; use hands to operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, and move between work areas or sites to complete tasks. The role requires the ability to ascend and descend stairs. Specific vision abilities include close vision and the ability to adjust focus. The position requires the ability to lift and carry computers, monitors, desk printers, and related peripherals.