Sr. Associate Deskside Support Technician

Core Function:

Serve as a Senior Technician responsible for delivering courteous, knowledgeable, and effective technical support to staff. Support includes desktops, laptops, operating systems, business applications, Microsoft 365, and related peripherals. Act as a primary IT support resource for the assigned area, partnering with internal teams and hardware/software vendors to provide break/fix support, problem resolution, remote-hands assistance, and onsite support for other IT departments.

Essential Duties & Responsibilities:

The duties listed below are intended to illustrate the types of work that may be performed. The omission of a specific duty does not exclude it from the position if the work is similar, related, or a logical assignment for this role.

• Own and monitor ServiceNow ticket queues to identify new, aging, breached, or high-priority incidents and requests; ensure timely triage, assignment, follow-up, escalation, and resolution in alignment with service level expectations.
• Serve as a senior escalation point for complex deskside issues, using advanced troubleshooting and sound judgment to resolve hardware, software, network, access, and productivity application problems.
• Manage escalated or high-impact incidents from intake through resolution, ensuring clear communication, accurate documentation, appropriate prioritization, and timely updates to users, leadership, and support partners.

• Respond to Deskside incidents, service requests, Teams messages, emails, and in-person support needs with professionalism, urgency, and a strong customer-service focus.
• Maintain, upgrade, and triage user systems, office productivity equipment, desktops, laptops, printers, scanners, copiers, mobile devices, peripherals, Windows operating systems, Microsoft 365, and business-critical applications.
• Coordinate with Service Desk, Endpoint Engineering, Infrastructure, Security, Asset Management, and vendor teams to drive effective break/fix support, problem resolution, major incident support, technology deployments, and local site readiness activities.

• Develop, maintain, and improve desktop support procedures, knowledge articles, quick-reference guides, and end-user documentation to promote consistent service delivery and repeatable support practices.
• Support onboarding, mentoring, and knowledge transfer for new or less-experienced technicians by sharing best practices, demonstrating troubleshooting techniques, and reinforcing adherence to documented processes.
• Provide remote hands support for other IT departments, including infrastructure, networking, security, collaboration, and endpoint teams, while following change, security, confidentiality, and compliance requirements.

Minimum Knowledge, Skills, and Abilities Required:

• Minimum of 4 years of deskside support experience required; 4–6 years preferred.

• Excellent verbal and written communication skills, with the ability to provide clear updates to users, leadership, and technical partners.
• Strong customer-service orientation with the ability to remain professional, responsive, and solution-focused in a fast-paced support environment.
• Ability to work effectively with end users, peers, senior leaders, administrators, vendors, and cross-functional IT teams.
• Experience configuring, supporting, and troubleshooting Windows endpoints in an Active Directory and enterprise endpoint-management environment.

• Experience supporting Microsoft 365 applications, collaboration tools, web-based applications, and business productivity software.
• Experience supporting Outlook and Exchange functionality, including permissions, views, calendar sharing, email rules, profile configuration, and data migration.
• Working knowledge of LAN/WAN hardware and administration.
• Working knowledge of enterprise ticketing systems, preferably ServiceNow, including incident/request documentation, prioritization, escalation, and queue management.
• Ability to mentor less-experienced technicians, share technical knowledge, and reinforce standard support processes and documentation practices.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this role, employees are regularly required to sit; communicate in person and through collaboration tools; use hands to operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, and move between work areas or sites to complete tasks. The role requires the ability to ascend and descend stairs. Specific vision abilities include close vision and the ability to adjust focus. Ability to lift and carry computers, monitors, desk printers, and related peripherals.

Mental Demands
While performing the duties of this role, Deskside Technicians are regularly required to use effective written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; apply mathematical reasoning; learn and apply new skills; manage highly detailed work across multiple concurrent tasks; and interact professionally with colleagues, clients, and vendors. The incumbent must maintain composure in a fast-paced, high-quality environment where personal and team accountability are essential.

General office environment

Work is performed primarily in an office environment with standard office equipment available. The role is generally sedentary but may require standing and walking for up to 60% of the time to support users, equipment, and work areas.