Deskside L1 Support – Job Description

Job Title: Deskside Support Engineer (L1) / IT Support Technician (Level 1)

Job Summary

Provide first-level onsite technical support to end users by troubleshooting hardware, software, network, and peripheral issues. Serve as the primary point of contact for IT-related incidents and service requests, ensuring timely resolution and excellent customer service.

Key Responsibilities

Provide onsite and remote technical support for desktops, laptops, mobile devices, printers, and peripherals.
Respond to and resolve Level 1 support tickets within defined SLA timelines.
Install, configure, and troubleshoot Windows operating systems and standard business applications.
Set up and deploy new hardware, software, and user workstations.
Troubleshoot basic network connectivity, VPN, email, and Microsoft 365 issues.
Manage user accounts, password resets, and access requests through Active Directory or similar tools.
Escalate complex issues to Level 2 or specialized support teams when necessary.
Maintain accurate documentation of incidents, resolutions, and asset information.
Assist with IT asset management, inventory tracking, and equipment replacement.
Support meeting rooms, video conferencing systems, and office IT infrastructure.

Required Skills

Knowledge of Windows 10/11 and Microsoft Office/Microsoft 365.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
Experience with ticketing systems such as ServiceNow, Jira, or Remedy.
Familiarity with Active Directory user administration.
Strong troubleshooting and problem-solving skills.
Good verbal and written communication skills.
Customer-focused approach with the ability to support non-technical users.

Qualifications

Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
0–3 years of experience in IT support, help desk, or deskside support.
Certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus.

Resume-Friendly Experience Description

Delivered Level 1 deskside support for end users by troubleshooting hardware, software, printer, network, and Microsoft 365 issues. Managed incident and service requests through a ticketing system, performed workstation setup and deployment, supported Active Directory user administration, and ensured timely resolution of technical issues while meeting SLA requirements.

Key Technologies Commonly Used

Microsoft Windows 10/11
Microsoft 365 / Outlook
Active Directory
ServiceNow / Jira / Remedy
VPN and Remote Support Tools
Printers and Multifunction Devices
Basic LAN/Wi-Fi Networking
Hardware Diagnostics and Deployment

Deskside L1 Support jobs

Deskside L1 Support