Desk Side Support Job Description

Desk Side Support Job Description

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Desk side support provides network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 7 operating system and Windows 10 and MACs.

Desk Side Support Duties & Responsibilities

To write an effective desk side support job description, begin by listing detailed duties, responsibilities and expectations. We have included desk side support job description templates that you can modify and use.

Sample responsibilities for this position include:

Collaborate with other site and corporate IT staff in the resolution of issues
Level 2 onsite or remote support for complex customer issues and requests
Lead deployment of software releases, system upgrades and patches on end user devices
Accountable for procurement and Asset management of end user devices
Project lead for customer relocations and departmental infrastructure build out
Will analyze the symptoms of the problem to properly identify the cause of the issue in order to determine a solution
Will triage issues such as physical layers, usernames and passwords
Will uninstall/reinstall basic software applications, verify proper hardware and software set-up and assist with navigation of application menus
Will perform onsite installations or replacements of various hardware components and software repair
Will perform diagnostic testing and utilization of remote control tools to assist users when troubleshooting to determine a solution

Desk Side Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Desk Side Support

List any licenses or certifications required by the position: ITIL, SME, CE, MCDST, MCSE, MS, MOS, PC, IAT, PKI

Education for Desk Side Support

Typically a job would require a certain level of education.

Employers hiring for the desk side support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Computer Science, Technical, Engineering, Education, Associates, Information Technology, Supervision, Computer, Communication, Management

Skills for Desk Side Support

Desired skills for desk side support include:

MDM Solutions
Corporate
Industry and professional standards
Infrastructure systems architecture concepts
CA USD -- experience with similar ticket-tracking/request system workflow tool considered
Project management concepts and tools
Configurations and standards
Optimizing Windows 10
Windows 10 and OSX
Remedy

Desired experience for desk side support includes:

Assist with installation of new software releases, system upgrades and patches
Maintain user account information including rights, security and systems groups
Perform installation, repairs and maintenance of telecommunications equipment
Administration of Network Operations systems, equipment and Business System applications
Lead Special Projects as it relates to deployment of software, troubleshoot software/systems, large scale moves/changes in the environment and other technology initiatives
Handle escalations from business units and customer base

Desk Side Support Examples

1

Desk Side Support Job Description

Job Description Example
Our growing company is looking to fill the role of desk side support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk side support
  • General Hardware Troubleshooting and Break/Fix repairs of Laptops & Desktops
  • Identification, prioritization, resolution/fulfilment of customer incidents
  • Coordinates, diagnoses, and troubleshoots incoming customer inquiries
  • Provides case status updates
  • Implements standard operating procedures and customer service guidelines
  • Responds to and completes customer requests for services
  • Provides technical support to internal desktop systems customers
  • Performs installations, upgrades and backups
  • Provides technical support to internal application customers
  • Supports/troubleshoots network problems
Qualifications for desk side support
  • Experience with operating system image builds, software push platforms (IEM and SCCM), device encryption and network infrastructure (firewall, telephony) troubleshooting is preferred
  • Strong presentation, communication and interpersonal skills with the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts
  • Knowledgeable in Office 365 is a plus
  • Proven experience with ticket tracking systems
  • Must be able to rotate on call shifts
  • Escalate calls where necessary to the relevant resolver group
2

Desk Side Support Job Description

Job Description Example
Our growing company is looking for a desk side support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk side support
  • Supports/troubleshoots client connectivity
  • May train customers on use of local technology
  • Teammate responsibilities may include participation in a future On Call Rotation
  • Responsible for helping to manage IT and Customer Knowledge Bases
  • Will be the initial support level for basic customer issues and requests
  • Determine and identify the cause of the issue in order to determine a solution
  • Will identify issues such as physical layers, usernames and passwords
  • Will perform basic onsite installations or replacements of various hardware components and software repair
  • Perform basic installation, repairs and maintenance of telecommunications equipment
  • Basic administration of Network Operations systems, equipment and Business System applications
Qualifications for desk side support
  • Basic understanding of technologies including VoIP, TCP/IP
  • Basic telecom wiring/hardware knowledge and how to tone/punch down lines
  • Basic knowledge of LAN and WAN systems and topology
  • Provide aid and support for DSS technicians
  • Provide courteous customer support to users
  • Monitor all open tickets to ensure prompt closure and resolution
3

Desk Side Support Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of desk side support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for desk side support
  • Image and Prepare Used/New Computers
  • System Identification and Clarification
  • Ergotron Setup
  • Asset Management updates/clean up in the Asset Management System
  • AD cleanup
  • Support multiple enterprise and department applications
  • Support mobile users who work at home, travel, or work from a remote office, using remote console software
  • Install and upgrade software and operating systems
  • Support video and audio conferencing requests as necessary
  • Troubleshoot networked and local printers
Qualifications for desk side support
  • Minimum of 3 years of experience in a support role in delivering IT services
  • Responsible, autonomous, accountable and able to work independently on most aspects of their role under a moderate degree of supervision
  • Knowledge of TrackIT or similar asset management tools, preferred
  • Effective written and oral communication skills in both English and French preferred
  • Experience with IT infrastructure area support - DSS, OS Windows (workstations), LAN, Printing Services
  • Extensive IT experience with emphasis on the banking sector
4

Desk Side Support Job Description

Job Description Example
Our growing company is looking for a desk side support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for desk side support
  • Open and close tickets - manage the assignment, tracking, and completion of incidents/requests
  • Expected to populate the Knowledge Base frequently and document resolutions, workarounds, and frequently asked questions for problems and service requests
  • Execute the delivery of services per Service Level Agreements to customers
  • Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status
  • Support MAC in Windows XP environment (virtual)
  • Provide timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to
  • Work collobaoratively within a global team
  • Maintain documented software and hardware inventories
  • Performs system back up procedures for all local location servers
  • Collaborate with other IT groups, business units and vendors on repairs, upgrades, project support and testing for new system implementations and support procedures
Qualifications for desk side support
  • Working knowledge of Data and Voice Telecommunications platforms and protocols
  • Knowledge of and experience with ITIL or similar frameworks
  • Working knowledge of IT hardware platforms ranging from PC to databases
  • Excellent organisational and planning ability with proven analytical, problem solving and technical skills
  • Provides resolutions to a variety of technical problems of moderate scope and complexity
  • Communicates clearly with technical and non-technical audiences, both verbally and written
5

Desk Side Support Job Description

Job Description Example
Our growing company is looking for a desk side support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for desk side support
  • Supports advanced computer hardware, operating system, and software applications
  • Troubleshoots and resolves complex multi-user computer systems and LAN, WAN and voice connectivity problems, including user access and component configuration
  • Coordinates as smart hands with different technology workgroups and attends to break/fix engagement as required by the Situation Management for technology related problems and issues received from both internal and external clients and ensures that appropriate responses for escalations are executed
  • Ensures all site maintenance checklists are completed and meet information security compliance
  • Ensures that antivirus definition, Microsoft patches are updated as outlined by Desktop Engineering and performs the checks if needed
  • Supervises the switch room environment, ensuring all backups for on-site servers and related technology are completed according to policy
  • Troubleshoot incidents related to end-user devices laptops, desktops, cell phones, software, ip phones, printers, AV equipment, basic networking issues
  • Resolve service requests software installations, how-to's
  • Performing daily operational procedures - manage their queue, update tickets
  • Various health and systems checks if required
Qualifications for desk side support
  • IT Helpdesk Solutions – Service Now / Assist or similar
  • Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines
  • 1+ years of experience with providing customer support for JWICS or related classified users
  • Experience with providing user–level support for Microsoft Windows, Microsoft Outlook and Exchange Messaging, and other common Microsoft client and server applications, including (Networking Connectivity, Web Browser, or SharePoint
  • Ability to provide courteous, respectful, customer–focused support to users with a wide range of technical proficiency
  • DoD 8570.01–M IAT Level II Compliant Certification, including CompTIA Security+

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