Site Support Responsibilities
- Provide on-site Level 2 IT support to end users by resolving incidents, service requests, and problem tickets assigned to the Field Services queue.
- Troubleshoot and resolve issues related to hardware, operating systems, and application software.
- Perform endpoint security remediations as directed by the Information Security team.
- Support a wide range of end-user and IT devices, including:
- Windows desktops and laptops
- Apple devices (MacBooks, iPads, etc.)
- Chromebox devices
- Printers, scanners, and peripherals
- Deliver hands-and-feet support for infrastructure teams (network, systems administration, etc.).
- Provide on-site IT support for events, including executive and board meetings.
- Coordinate with the Central IT Service Desk to ensure SLA adherence and high customer satisfaction.
- Perform Moves, Adds, and Changes (MAC) activities including workstation setup and teardown.
- Manage PC refresh and hardware lifecycle processes:
- Imaging, configuration, deployment, reclamation
- Handle IT asset management:
- Equipment delivery and tracking
- Inventory of computers, peripherals, and accessories
- Conduct weekly inventory audits and submit stock reports.
- Coordinate with vendors and OEMs for RMAs and hardware/software issue resolution.
Required Skills & Qualifications
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 5+ years of experience in IT Field Services or Deskside Support.
- CompTIA A+ certification (mandatory).
- Good understanding of the ITIL framework.
- Strong knowledge of end-user IT technologies and support operations.
- Experience supporting customer-facing or infrastructure environments.
- Hands-on experience working with technology vendors.
- Proficiency in Microsoft Office tools (Excel, PowerPoint).
- Excellent verbal, written, and presentation skills.
- Strong multitasking ability with attention to detail.
- Proven ability to perform effectively in a fast-paced, dynamic environment.
Nice to Have
- ITIL v4 certification
- Infrastructure-related certifications (e.g., Networking, Virtualization)
