Deskside Technician

TechDigital Group; Winona (MN); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology service provider based in Winona, Minnesota is seeking a Deskside Technician to provide onsite and remote support for end users. Responsibilities include troubleshooting desktops, laptops, and mobile devices, managing incident tickets, and conducting site surveys. Candidates should have experience in supporting EUC equipment and possess excellent customer service skills. This role offers opportunities for professional growth in a dynamic IT environment.

Qualifications

• Experience in delivering support for desktop and mobile devices.
• Knowledge of ITSM tools for ticket management.
• Ability to conduct site surveys for equipment setup.

Responsibilities

• Deliver onsite support for end users resolving incidents.
• Perform troubleshooting and issue resolution for hardware failures.
• Manage ticket creation for reported issues.

Skills

Onsite and remote support

Troubleshooting hardware/software

Customer service

Incident management

Documentation and knowledge management

Proactive maintenance

Job description

Overview

Deskside Technician (Onsite Field Support)

Job Description:

• Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices.
• Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures.
• Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution.
• Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers.
• Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests.
• Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies.
• Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery.
• Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs).
• Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance.
• Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits.
• Document and update knowledge base & runbooks.
• Support conference room technology by conducting weekly checks and resolving identified issues proactively.
• Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices.
• Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling.
• Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool.
• Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements
• Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite.
• Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction.
• Coordinate with specialized IT teams for escalations and advanced technical support
• Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support.