Desktop Support Technician

Solyssey; Savannah (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Solyssey in Savannah, GA hires an IT Deskside Support Technician to deliver hands-on end-user hardware support, imaging, setup and provisioning using approved tools. You will handle Windows 10/11 and macOS basics, Microsoft 365, Intune/SCCM, and ticketing workflows while assisting with device enrollment and connectivity.

Join a field- and desk-based team focused on security, asset management and standard change procedures, following SOPs and ensuring data privacy and customer satisfaction on

Qualifications

• 1–3 years in deskside, desktop, field services or service desk support.
• Relevant OEM/Microsoft certification desirable.
• Follow SOPs, MOPs, change tickets and site access; do not perform unapproved work.
• Maintain confidentiality, data privacy and information-security requirements.

Responsibilities

• Provides hands-on deskside and field support for standard end-user hardware, peripherals and approved software.
• Perform laptop/desktop setup, swap, break/fix, imaging or provisioning using approved tools.
• Install and replace monitors, docks, keyboards, mice, printers and approved peripherals.
• Perform basic Windows/macOS login, connectivity, printing, application and hardware diagnostics.
• Assist with device enrollment, MFA setup and user profile validation under documented procedures.
• Collect asset details, update inventory/CMDB and securely handle returned equipment.
• Support office moves/adds/changes and execute standard checklists with user validation.

Skills

Deskside support

Troubleshooting

Customer communication

Education

OEM/Microsoft certification desirable

Tools

Windows 10/11

macOS basics

Microsoft 365

Entra/AD basics

Intune/SCCM or equivalent

ServiceNow/Odoo/ticketing

basic TCP/IP and Wi‑Fi

Job description

Role purpose: Provides hands-on deskside and field support for standard end-user hardware, peripherals and approved software.

• Perform laptop/desktop setup, swap, break/fix, imaging or provisioning using approved tools.
• Install and replace monitors, docks, keyboards, mice, printers and approved peripherals.
• Perform basic Windows/macOS login, connectivity, printing, application and hardware diagnostics.
• Assist with device enrollment, MFA setup and user profile validation under documented procedures.
• Collect asset details, update inventory/CMDB and securely handle returned equipment.
• Support office moves/adds/changes and execute standard checklists with user validation.

Skills / tools:

Windows 10/11, macOS basics, Microsoft 365, Entra/AD basics, Intune/SCCM or equivalent, ServiceNow/Odoo/ticketing, basic TCP/IP and Wi‑Fi.

Typical experience: 1–3 years in deskside, desktop, field services or service desk support; relevant OEM/Microsoft certification desirable.

Escalation / handoff: Escalate permissions, repeated failures, complex OS/application issues, network/server faults or non‑standard configuration to EUC L2 / relevant resolver group.

Requirements

• Follow the approved SOW, method of procedure (MOP), change ticket, site access and customer instructions; do not perform unapproved work.
• Maintain professional conduct, confidentiality, data privacy and information‑security requirements at all times.
• Acknowledge assigned work promptly, review scope before travel, confirm access/contact details and identify missing prerequisites before dispatch.
• Use only authorized credentials, tools, software, media and customer assets. Never share passwords or bypass security controls.
• Capture required evidence: arrival/departure, asset serials, labels, before/after photographs where permitted, test results, work notes and customer/site contact confirmation.
• Update the ticket with factual notes and timestamps. Record blockers, dependencies, parts used, configuration changes and any deviation from the approved plan.
• Protect customer equipment and work areas; observe ESD, electrical, ladder, lifting, PPE and data‑centre safety rules applicable to the site.
• Immediately report safety events, security concerns, damaged equipment, suspected data exposure, scope conflicts and customer‑impacting incidents.
• Do not promise credits, commercial concessions, additional scope or timelines outside the approved engagement.
• Complete knowledge transfer and handoff when work continues across shifts, levels or teams.