Deskside Support Technician

TECEZE; Erie (Erie County); On-site; USD 42,000 - 65,000; Full time

Job summary

TECEZE in Erie, PA is seeking an experienced L1/L2 Desktop Support Engineer to provide onsite deskside support for end users. You will troubleshoot desktops, peripherals, and network connectivity while meeting SLA targets.

The role requires strong Windows 10/11 and Office/M365 experience, familiarity with AD, and solid customer service skills. This is 100% onsite work in Erie, PA with opportunities to escalate to L3 as needed.

Qualifications

• 2+ years of desktop/deskside support or IT service desk experience.

Responsibilities

• Provide L1/L2 onsite technical and deskside support to end users.
• Troubleshoot hardware, software, application, and network-related issues.
• Install, configure, maintain, and replace desktops, laptops, and peripherals.
• Manage, update, and document ITSM tickets.
• Support user onboarding, workstation setup, and device replacement.
• Diagnose and resolve printer, monitor, connectivity, and peripheral issues.
• Document troubleshooting steps and resolutions accurately.
• Escalate unresolved issues to L3 support teams.
• Ensure incidents are resolved within SLA requirements.

Skills

Desktop support

Windows 10/11

Microsoft 365/Outlook/Teams

Active Directory

ITSM/ServiceNow

Printer/Peripherals troubleshooting

Networking basics

Onsite deskside support

Customer service

SLA compliance

Tools

ServiceNow

Windows OS

Job description

Job Title: L1 & L2 Desktop Support Engineer

Work Mode: 100% Onsite

Employment Type: Full-Time, W2

Job Summary

Looking for an experienced L1 & L2 Desktop Support Engineer to provide onsite technical and deskside support to end users in Erie, PA. The ideal candidate will have strong hands‑on experience troubleshooting desktop, hardware, software, application, printer, and connectivity issues while ensuring incidents are resolved within established SLAs.

Mandatory Requirements

• 2+ years of experience in Desktop/Deskside Support or IT Service Desk.
• Strong hands‑on experience with Windows 10/11.
• Experience supporting Microsoft 365, Outlook, Teams, and Microsoft Office applications.
• Working knowledge of Active Directory.
• Experience troubleshooting PCs, laptops, printers, monitors, and other peripherals.
• Basic knowledge of TCP/IP, DNS, DHCP, LAN, Wi‑Fi, and VPN.
• Experience with an ITSM/ticketing tool, preferably ServiceNow.
• Strong L1/L2 troubleshooting and problem‑solving skills.
• Excellent communication and customer‑service skills.
• Ability and willingness to work 100% onsite in Erie, PA.
• Ability to work independently and escalating issues to appropriate L3 teams.

Key Responsibilities

• Provide L1/L2 onsite technical and deskside support to end users.
• Troubleshoot hardware, software, application, and network‑related issues.
• Install, configure, maintain, and replace desktops, laptops, and peripherals.
• Manage, update, and document ITSM tickets.
• Support user onboarding, workstation setup, and device replacement.
• Diagnose and resolve printer, monitor, connectivity, and peripheral issues.
• Document troubleshooting steps and resolutions accurately.
• Escalate unresolved or complex issues to L3 support teams.
• Ensure incidents are resolved within established SLA requirements.