Position Summary
We are seeking experienced Deskside / Tech Bar & VIP Support Specialists to provide high-touch technical support for end users, including executive and VIP stakeholders. The successful candidates will be responsible for delivering exceptional customer service, resolving complex technical issues, supporting enterprise technologies, and ensuring a seamless IT experience across the organization.
This role requires strong hands-on expertise with Windows and Mac environments, end-user computing technologies, asset management, and executive support, combined with excellent communication and customer service skills.
Key Responsibilities
VIP & Executive Support
- Monitor intake channels including phone calls, text messages, emails, Slack, and ServiceNow tickets.
- Provide face-to-face technical support to VIP and executive users.
- Troubleshoot and resolve technical issues efficiently or coordinate escalation when required.
- Deliver a high-touch support experience while maintaining professionalism and discretion.
Deskside & Technical Support
- Provide deskside support for hardware, software, network, and IT-related issues.
- Offer technical assistance for incoming incidents and service requests.
- Respond to support requests through email, phone, and ticketing systems.
- Deliver remote support while meeting agreed SLAs and customer satisfaction targets.
- Perform password resets and user account support activities.
- Support Audio-Visual conferencing systems and live meeting streaming services.
Hardware & Software Management
- Image, configure, deploy, and support laptops, desktops, and mobile devices.
- Install authorized software and perform software upgrades.
- Troubleshoot and repair hardware and software issues.
- Perform re-imaging, data migration, break-fix activities, and device provisioning.
- Support printers, peripherals, remote access technologies, VDI environments, and enterprise applications.
- Provide international travel device support as required.
Infrastructure & Administration
- Perform on-site and remote installation, servicing, and maintenance of computer hardware, software, and network devices.
- Support networking-related issues including VLANs, DHCP, and DNS.
- Utilize enterprise management tools including Active Directory, SCCM, JAMF, Nexthink, and similar platforms.
- Assist with IMAC (Installs, Moves, Adds, and Changes) activities and technology refresh programs.
Asset & Depot Management
- Participate in depot support activities including hardware replacement and configuration.
- Manage IT assets throughout their lifecycle.
- Track inventory, asset tagging, stock levels, and compliance requirements.
- Ensure accurate documentation and asset records.
Process & Compliance
- Document, track, and monitor incidents and requests using ServiceNow or similar ITSM platforms.
- Maintain compliance with organizational security, confidentiality, and operational policies.
- Follow ITIL processes and best practices.
- Collaborate with internal teams to improve service delivery and user satisfaction.
Essential Skills
- Strong expertise supporting End User Computing environments.
- Advanced knowledge of:
- Windows and macOS platforms
- Mobile devices
- Printers and peripherals
- Microsoft Office Suite
- Remote access technologies
- Video conferencing solutions
- Virtual Desktop Infrastructure (VDI)
- Experience with:
- Active Directory
- SCCM
- JAMF
- Nexthink
- ServiceNow or similar ITSM tools
- Strong hardware troubleshooting and break-fix capabilities.
- Experience with device imaging, deployment, and data migration.
- Excellent customer service and executive support skills.
- Strong organizational, documentation, analytical, and problem-solving abilities.
- Ability to communicate technical concepts clearly to non-technical users and executives.
- Ability to manage multiple priorities in a fast-paced environment.
- Willingness to perform physical tasks including moving and handling IT equipment.
- Ability to work independently and collaboratively within a team environment.
- Understanding of ITIL service management principles and best practices.
Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology, or a related discipline (or equivalent experience).
- 3–5 years of experience in a Deskside Support or End User Support role.
- Minimum 3 years of face-to-face user support experience.
- Minimum 3 years of supporting both Windows and macOS environments.
- Strong networking fundamentals including:
- VLANs
- DHCP
- DNS
Preferred Qualifications
- CompTIA A+ Certification.
- Apple Certified Mac Technician (ACMT).
- Desktop Support or Customer Service Certifications.
- ITIL Foundation Certification.
- Hardware repair and OEM certifications.
- Advanced ServiceNow ITSM experience.
Job Type: Full-time
Application Question(s):
Language:
Willingness to travel:
Work Location: In person
