Deskside Technician II

About the role

We are looking for a Deskside Technician II to join a fast‑paced, evolving IT environment. You will deliver high‑quality, hands‑on support to end users, both remotely and onsite, ensuring incidents are resolved quickly and professionally.

Key responsibilities

• Provide first‑line support via phone, email and face‑to‑face, meeting or exceeding customer expectations.
• Diagnose, repair and replace hardware components; order parts as needed.
• Maintain user account information, security groups and permissions in Active Directory.
• Escalate complex issues to Tier 2/3 or third‑party vendors and coordinate resolution.
• Install, configure and test PCs, peripherals, LAN equipment and AV/conference systems.
• Execute moves, adds, changes, and removals (IMAC) of workstations and related equipment.
• Document inventory changes, configuration updates and completed work.

Required profile

• Minimum 5 years of onsite IT support experience.
• ITIL V3 Foundation certification (preferred).
• Strong customer‑service orientation and ability to work under pressure.
• Team player with analytical thinking and positive attitude.

Required skills

• ITIL V3 Foundation
• Microsoft Operating System and Office suite
• Office 365 administration
• iOS and Android device support
• Basic networking concepts
• Active Directory management