Insidesource DEI Statement

By nurturing a culture where everyone experiences a deep sense of belonging and equity of opportunity, we will uphold our vision to “unleash human and business potential.” We commit to being an anti-ism workplace and embedding diversity, equity, and inclusion throughout our business.

Job Summary

The Desktop Support Associate is responsible for delivering comprehensive technical support for Insidesource's IT systems, audiovisual equipment, and mobile devices. The ideal candidate will possess exceptional customer service, troubleshooting abilities, strong communication skills, and experience in supporting diverse technological environments. This role reports to the Director of Business Operations and Technology and involves collaboration with our managed service providers and various vendors to fulfill requests.

Essential Duties and Responsibilities:

Provide first-line technical support for desktops, laptops, peripherals, and software applications
Configure, install, and maintain audiovisual equipment including projectors, video conferencing systems, and digital signage
Support mobile devices including smartphones and tablets across various operating systems (iOS, Android)
Diagnose and resolve hardware and software issues through remote support and desk-side visits
Set up new employee workstations and perform equipment refreshes
Maintain inventory of IT assets and manage equipment lifecycle
Document technical solutions and maintain knowledge base articles
Assist with regular maintenance and software updates
Escalate complex issues to appropriate IT teams when necessary
Train users on basic hardware and software operations
Support on ad hoc project

Supervisory Responsibilities

None

Skills, Knowledge, Experience Required

3+ years of experience in IT desktop support or similar technical role
Strong knowledge of Windows and Mac operating systems
Experience supporting and troubleshooting AV equipment
Familiarity with mobile device management (MDM) solutions
Understanding of networking concepts and troubleshooting
Knowledge of IT security best practices
Excellent customer service and communication skills
Ability to explain technical concepts to non-technical users
Strong problem-solving and critical thinking abilities
Technical certifications (CompTIA A+, HDI, ITIL)
Experience with ticketing systems and IT service management tools
Knowledge of cloud applications and services (Microsoft 365, Google Workspace)
Experience in a corporate environment
Familiarity with remote support tools
Must have a car and valid driver’s license; weekly travel required between Concord, San Francisco, and San Jose offices

Insidesource

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Desktop Support Associate