Desk Side Support Technician

eJAmerica; Jacksonville (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

eJAmerica seeks a skilled Deskside Support professional in Jacksonville, FL to provide hands-on desktop support and end-user computing services. The role focuses on Windows 10/11 administration, Microsoft 365 support, and endpoint security across devices.

You will work with SCCM, Intune, Workspace ONE, and ManageEngine for device management in a global delivery model, delivering timely resolutions and maintaining a stable end-user environment.

Qualifications

• 5+ years hands-on desktop support and end-user computing experience.
• Proficient in Windows 10/11 administration, deployment and troubleshooting.
• Strong Microsoft 365 support experience (Outlook, Teams, OneDrive, SharePoint, Office apps).
• Extensive endpoint security tool experience (Defender for Endpoint, CrowdStrike, BitLocker, secure boot).
• Experience with SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support.
• End-to-end desktop/laptop lifecycle knowledge: build, deployment, maintenance, decommissioning.
• Support hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting.
• Comfort with remote support tools (RDP, TeamViewer, AnyDesk, enterprise solutions).
• Ability to document solutions and create user-friendly knowledge base articles.
• Collaborate with IT teams to maintain a stable desktop environment.
• Experience in a global delivery model with strong communication and time management skills.
• Proactive, detail-oriented and focused on improving end-user experience.

Responsibilities

• Provide hands-on desktop and end-user computing support.
• Administer and troubleshoot Windows 10/11 environments.
• Support Microsoft 365 apps and services for end users.
• Manage endpoint security tools and policy enforcement.
• Operate and utilize SCCM, Intune, Workspace ONE and ManageEngine for device management.
• Oversee full desktop/laptop lifecycle from build to decommissioning.
• Troubleshoot hardware (PCs, printers, scanners, devices) and VPN access.
• Utilize remote support tools (RDP, TeamViewer, AnyDesk) for fast resolution.
• Document solutions and publish knowledge base articles for end users.
• Collaborate with IT teams to sustain a stable desktop environment.
• Communicate effectively in a global delivery setup and manage time efficiently.
• Demonstrate proactive problem-solving to enhance user experience.

Skills

Desktop support

End-user computing

Windows administration

Microsoft 365 support

Endpoint security

SCCM/Intune/Workspace ONE

Remote support tools

Documentation & KB creation

Global delivery experience

Communication & time management

Tools

SCCM

Intune

Workspace ONE

ManageEngine

Job description

The Deskside support member should have strong technical knowledge and hands–on experience on below technologies:

• Basic network configuration and troubleshooting (static IP, DHCP, DNS)
• Microsoft 365 Support
• Print and File share services
• Hardware Break-fix/Replacement
• Patch Management
• Application installation and troubleshooting

Detailed Job Description

• 
  Over 5 years of hands–on experience in desktop support and end-user computing
• .Skilled in Microsoft Windows OS (Windows 10/11) administration, deployment, and troubleshooting
• .Proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps)
• .Strong experience with endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot
• .Experienced in using tools like SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support
• .End-to-end knowledge of desktop/laptop lifecycle – from build and deployment to maintenance and decommissioning
• .Provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting
• .Comfortable with remote support tools such as RDP, TeamViewer, AnyDesk, and enterprise solutions
• .Capable of documenting solutions and creating user-friendly knowledge base articles
• .Work collaboratively with IT teams to maintain a stable and efficient desktop environment
• .Experienced in working in a global delivery model with strong communication, analytical, and time management skills
• .Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support

.

Desirable (not mandatory):

Relevant technical & process certifications

• :ITIL V4 Foundation
• rMicrosoft 365 Certified: Fundamentals - MS-90