IT Support Technician

Foxys IT Services; Town of Florida (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading IT support company in New York seeks a Desk Side Support professional responsible for providing on-site technical support to end users. This role includes troubleshooting hardware, software, and basic networking issues, acting as the first point of contact for in-person IT support. Candidates should have prior experience in IT support with knowledge of Windows OS and strong customer service skills. The position offers an opportunity to engage directly with users while ensuring high-quality service delivery.

Qualifications

• Previous experience in Desk Side Support or IT Support.
• Basic knowledge of Windows OS and common applications.
• Ability to work independently in an on-site environment.

Responsibilities

• Provide on-site technical support for end users.
• Troubleshoot hardware and software issues.
• Log and update tickets in the service management system.

Skills

Hardware troubleshooting

Customer service

Windows operating systems

Active Directory

Office 365

Job description

The Desk Side Support professional provides on-site technical support for end users, ensuring efficient resolution of hardware, software, and basic network-related issues. This role acts as the first point of contact for in-person IT support, delivering high-quality service, troubleshooting, and customer assistance in accordance with client SLAs and internal procedures.

Responsibilities

• Provide on-site technical support for end users, including desktops, laptops, peripherals, and mobile devices.
• Perform basic troubleshooting of hardware, operating systems, software applications, and connectivity issues.
• Install, configure, replace, and upgrade IT equipment such as PCs, laptops, monitors, printers, docking stations, and accessories.
• Support Windows operating systems and standard corporate applications.
• Assist with user account-related requests, including password resets and access issues, following established procedures.
• Escalate incidents to Level 2 or specialized teams when required, ensuring proper documentation.
• Log, track, and update tickets accurately in the service management system.
• Perform basic asset management activities, including inventory updates, tagging, tracking, and equipment lifecycle support.
• Support workstation moves, adds, and changes (MAC activities).
• Follow IT policies, security guidelines, and compliance requirements.
• Provide professional customer service and clear communication with users and stakeholders.
• Support additional IT tasks as requested by the client within the scope of desk-side support.

Requirements

• Previous experience in Desk Side Support, IT Support, or Technical Support (Level 1).
• Basic knowledge of Windows OS and common enterprise applications.
• Familiarity with hardware troubleshooting for desktops and laptops.
• Understanding of ticketing systems and ITIL-based support processes.
• Strong customer service and communication skills.
• Ability to work independently in an on-site environment.
• Basic understanding of networking concepts (LAN, Wi-Fi, printers).
• Flexibility to support different sites and tasks as required.
• Experience with Active Directory (basic user administration).
• Knowledge of Office 365 or similar productivity suites.