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Deskside Support Technician
Deskside Support TechnicianeJAmerica • Avon, Indiana, United States
Deskside Support Technician

Deskside Support Technician

eJAmerica • Avon, Indiana, United States
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description : -

  • 1 position available
  • Working schedule : 7.00 AM to 4.00 PM
  • Regional Support. The Selected Resource will be open to travel for about 2 hrs.
  • Regional resources are preferred to be located in the following offices : Midwest Region – Avon, IN
  • 24 / 7 on-call support

The Deskside support member should have strong technical knowledge and hands–on experience in the following technologies :

  • ITIL & Ticketing System Familiarity
  • Microsoft Client OS (Win10, 11)
  • Basic network configuration and troubleshooting (static IP, DHCP, DNS)
  • Microsoft 365 Support
  • Print and File share services
  • Hardware Break-fix / Replacement
  • Patch Management
  • Application installation and troubleshooting
  • Imaging & Device Provisioning

    • Detailed Job Description

  • Over 5 years of hands-on experience in desktop support and end-user computing.
  • Skilled in Microsoft Windows OS (Windows 10 / 11) administration, deployment, and troubleshooting.
  • Proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps).
  • Strong experience with endpoint security tools like Defender for Endpoint, CrowdStrike, BitLocker, and secure boot.
  • Experienced in using tools like SCCM, Intune, Workspace ONE, and ManageEngine for system management and remote support.
  • End-to-end knowledge of desktop / laptop lifecycle – from build and deployment to maintenance and decommissioning.
  • Provide support for hardware (PCs, printers, scanners, smartphones) and software issues, including VPN troubleshooting.
  • Comfortable with remote support tools such as RDP, TeamViewer, AnyDesk, and enterprise solutions.
  • Capable of documenting solutions and creating user-friendly knowledge base articles.
  • Work collaboratively with IT teams to maintain a stable and efficient desktop environment.
  • Experienced in working in a global delivery model with strong communication, analytical, and time management skills.
  • Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support.

    • Primary Job Duties :

  • General support and troubleshooting for all CSX technology devices
  • Remote and / or onsite end-user support for all technology-related items
  • Assist with device install, replacement, and refresh as needed (including desktops, laptops, tablets, mobile devices, scanners, and printers)
  • Document ServiceNow incidents assigned to the support team
  • Coordinate and assist with field-focused technology app / tool testing and implementations, which may include end-user training
  • Mobile Operations Command Center (MOCC) Support

    • o Assist TFO Team with quarterly maintenance on MOCC

    o Provide onsite end-user support when MOCC is deployed

  • Site surveys

    • o Regular walkthrough at field locations

    o Perform checks of technology devices and connectivity

    o Identify unused and / or underutilized devices for possible reclaim

    o Documented inventory of technology devices at each location

  • Device reclamation

    • o Removal of unused devices from field locations

    o Retrieve RMA’d (damaged) devices from end users

    o Recover devices from terminated employees

    o Document all reclaimed devices before shipping to the warehouse

    Desirable (not mandatory) : Relevant technical & process certifications :

  • ITIL V4 Foundations
  • MD-102 : Endpoint Administrator
  • Microsoft 365 Certified : Fundamentals - MS-900
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    Deskside Support Technician • Avon, Indiana, United States

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