Deskside Service Technician

Coforge; Cambridge (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Professional development

Collaborative environment

Competitive compensation

Job summary

Coforge is seeking a Deskside Service Technician to provide onsite technical support in a fast-paced academic and research environment. You will be the first contact for technology issues, delivering exceptional customer service while troubleshooting hardware, software, applications, and devices.

This role requires strong technical expertise and excellent communication to ensure a positive end-user experience.

Qualifications

• 2+ years of IT Helpdesk/Deskside Support experience.
• Strong troubleshooting across Windows, macOS, mobile devices, and enterprise apps.
• Experience with ticketing systems and remote support tools.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Authorized to work in the U.S. and pass Coforge background screening.

Responsibilities

• Provide onsite technical support for end users and ensure timely issue resolution.
• Receive, document, prioritize, troubleshoot, and resolve incidents via the ticketing system.
• Diagnose and resolve hardware, software, OS, app, and workstation issues; escalate when needed.
• Support desktops, laptops, mobile devices, peripherals, and enterprise apps.
• Maintain accurate ticket documentation and knowledge base articles.
• Follow IT Service Desk processes, SLAs, and policies.
• Deliver professional, courteous user interactions and customer service.
• Collaborate with IT teams and stakeholders to resolve issues efficiently.
• Contribute to knowledge management by documenting recurring issues and solutions.
• Assist with continuous improvement of service delivery and user satisfaction.

Skills

Windows

macOS

Mobile devices

Enterprise apps

Verbal & written communication

Customer service

Multi-tasking

Tools

Ticketing systems

Remote support tools

Job description

Skills: software, hardware and network troubleshooting

Coforge is seeking a customer-focused Deskside Service Technician to provide onsite technical support in a fast-paced academic and research environment. As the first point of contact for technology-related issues, you will deliver exceptional customer service while troubleshooting and resolving hardware, software, application, and device concerns. This role requires strong technical expertise, excellent communication skills, and a commitment to delivering a positive end-user experience.

Key Responsibilities

• Provide onsite technical support for end users, ensuring timely and effective issue resolution.
• Receive, document, prioritize, troubleshoot, and resolve technical incidents and service requests through the ticketing system.
• Diagnose and resolve hardware, software, operating system, application, and workstation issues; elevate complex problems when necessary.
• Support desktop computers, laptops, mobile devices, peripherals, and enterprise applications.
• Maintain accurate ticket documentation, including updates, resolution notes, and knowledge base articles.
• Follow established IT Service Desk processes, policies, and service-level agreements (SLAs).
• Deliver outstanding customer service through professional and courteous user interactions.
• Collaborate with IT teams, business stakeholders, and support groups to ensure efficient issue resolution.
• Contribute to knowledge management initiatives by documenting recurring issues and solutions.
• Assist with continuous improvement efforts to enhance service delivery and user satisfaction.

Required Qualifications

• 2+ years of IT Helpdesk, Service Desk, or Deskside Support experience.
• Strong troubleshooting skills across Windows, macOS, mobile devices, and common enterprise applications.
• Experience working with ticketing systems and remote support tools.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Must be authorized to work in the U.S. and successfully complete Coforge's background screening process.

Preferred Qualifications

• Experience supporting higher education institutions, research organizations, or similarly regulated environments.
• Knowledge of FERPA, HIPAA, and related compliance requirements.
• Experience working within SLA-driven managed services environments.
• Familiarity with ITIL-based service management practices.

Why Join Coforge?

• Opportunity to support a prestigious academic institution.
• Professional growth through ongoing training and development.
• Collaborative and inclusive work environment.
• Career advancement opportunities within a global technology organization.
• Competitive compensation and benefits package.