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Key Responsibilities and Required Skills for Deskside Technician

💰 $ - $

ITDesktop SupportField Services

🎯 Role Definition

The Deskside Technician (also called Desktop Support Technician, Field Services Technician, or On-site Support Technician) is responsible for delivering high-quality, customer-focused IT support at the user’s location. This role includes hands-on hardware repair, software installation and configuration, operating system imaging and provisioning, printing and peripheral support, asset management, and escalation to engineering teams for complex issues. The ideal candidate combines technical proficiency (Windows, macOS, Office 365, Active Directory, VPNs, printers, MDM) with excellent communication skills and a service-oriented mindset.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk / Tier 1 Support Technician
  • IT Intern or IT Support Apprentice
  • Field Services or Break/Fix Technician

Advancement To:

  • Senior Deskside Technician / Desktop Support Lead
  • Field Services Engineer / Systems Engineer
  • Systems Administrator or Endpoint Engineer

Lateral Moves:

  • Network Technician / Network Support Specialist
  • Audio-Visual (AV) or Conferencing Technician
  • IT Security Analyst (endpoint-focused)

Core Responsibilities

Primary Functions

  • Provide on-site and remote deskside support for desktop computers, laptops, thin clients, docking stations, monitors, keyboards, mice, headsets and other peripherals, resolving hardware and software incidents and service requests with a strong focus on first-contact resolution.
  • Troubleshoot and repair hardware faults including component replacement (SSDs, memory, batteries, power supplies), connector/cable issues, and display/hardware diagnostics to restore user productivity quickly and accurately.
  • Install, configure and maintain Windows and macOS desktops and laptops, applying company-standard images, device-specific drivers, firmware updates, and security controls to ensure consistent and supported endpoints.
  • Perform OS imaging and provisioning using SCCM, Microsoft Endpoint Configuration Manager, Intune, Jamf, or other imaging tools; create, update and maintain reference images and deployment workflows.
  • Join and manage devices in Active Directory and Azure AD, create and reset user accounts, manage group membership, join devices to domains, and enforce policies via group policy, MDM or configuration management tools.
  • Configure and support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and troubleshoot email, calendar and collaboration issues, including mailbox migrations and profile repairs.
  • Provide print and multifunction device support, including driver installation, network printer configuration, troubleshooting spooler and network printing issues, and coordinating repairs with printer vendors when required.
  • Deploy and troubleshoot VPN, Wi-Fi, wired networking, and local connectivity issues including IP/DHCP problems, DNS troubleshooting, and basic network diagnostics to ensure reliable end-user connectivity.
  • Use remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop, Intune remote assistance) to triage and resolve issues quickly when on-site access is unavailable or as a first step before physical intervention.
  • Escalate complex incidents to appropriate engineering or vendor support channels, documenting troubleshooting steps, diagnostic data, and business impact to expedite resolution and vendor response.
  • Maintain accurate asset management, inventory, and tagging of laptops, desktops, peripherals and spare parts using asset management systems and CMDBs; perform hardware lifecycle tasks (receiving, staging, decommissioning, and secure disposal).
  • Execute onsite moves, adds, and changes (MACs) for user workstations, telephony, and workspaces, including cable management, docking station setup, and ergonomic placement of equipment for hybrid and remote workers.
  • Apply endpoint security configurations such as BitLocker/FileVault encryption, antivirus/EDR client installation, security patching, and ensure compliance with corporate security standards and change control procedures.
  • Perform routine maintenance tasks and proactive checks such as OS updates, driver updates, disk health checks, and cleanup to reduce repeat incidents and improve endpoint stability.
  • Troubleshoot and support mobile devices and peripherals, including Android and iOS phones/tablets, MDM enrollment, email setup, Bluetooth devices and conferencing hardware used in meeting rooms.
  • Document standard operating procedures, knowledge base articles, and repair guides; contribute to and maintain a searchable knowledge repository to accelerate future incident resolution and provide consistent service.
  • Provide excellent end-user communication, set realistic expectations regarding timelines, and ensure follow-up until full resolution; capture feedback and escalate recurring issues for systemic remediation.
  • Participate in on-call rotation and after-hours support for critical incidents, scheduled deployments, and major hardware rollouts or refreshes, ensuring timely response to business-critical outages.
  • Support endpoint refresh and laptop/desktop deployment projects by staging equipment, imaging, testing, and coordinating mass rollouts with minimal disruption to business operations.
  • Follow ITIL-aligned incident, problem and change management processes: log accurate tickets, update status regularly in the ticketing system (ServiceNow, JIRA, Zendesk), and provide timely closure notes and post-incident documentation.
  • Coordinate with vendors and third-party repair centers for warranty repairs, spare part orders, RMAs, and escalated hardware issues, ensuring cost-effective and timely resolution.
  • Conduct basic diagnostics using logs, event viewer, hardware diagnostic utilities and performance monitoring tools to identify root causes and recommend permanent fixes or hardware replacements.

Secondary Functions

  • Assist with onboarding and offboarding activities: provision new user devices, apply access requirements, and securely wipe and return or recycle deprovisioned hardware following company procedures.
  • Support IT projects including meeting room technology upgrades, desktop virtualization rollouts, and hardware standardization initiatives by providing deskside testing and pilot feedback.
  • Train and mentor junior technicians and non-technical staff on common troubleshooting steps, self-service resources and best practices to reduce repetitive tickets and improve end-user self-sufficiency.
  • Maintain and track spare parts inventory, ensure replenishment of common components (batteries, power adapters, SSDs) and recommend vendor contracts or stocking levels based on usage trends.
  • Participate in regular security awareness efforts and vulnerability remediation by applying urgent patches, coordinated reboots and compliance checks in response to security advisories.
  • Create and maintain device lifecycle checklists and asset disposition documentation to ensure secure data erasure and compliant disposal or redeployment of equipment.
  • Provide feedback to desktop engineering and security teams on recurring defects, software incompatibilities and driver issues that impact large user populations to facilitate systemic improvements.
  • Support logistics for remote and hybrid workforce, including shipping preconfigured devices, coordinating depot repair services, and validating remote workspace readiness.

Required Skills & Competencies

Hard Skills (Technical)

  • Desktop and laptop hardware troubleshooting and repair (component-level knowledge of SSDs, RAM, batteries, power supplies, motherboards).
  • Proficient with Windows 10/11 administration, troubleshooting, imaging and recovery tools (SCCM/ConfigMgr, Windows Deployment Services, MDT).
  • macOS support and provisioning experience (including Jamf or Apple Business Manager for device enrollment).
  • Active Directory and Azure AD user/device administration, group policy application and authentication troubleshooting.
  • Microsoft 365 (Office apps, Exchange Online, OneDrive, Teams) troubleshooting and configuration.
  • Endpoint Management / MDM tools: Microsoft Intune, Jamf, AirWatch, or similar for device enrollment, policy enforcement and remote wipe.
  • Experience with remote support and remote desktop tools (TeamViewer, AnyDesk, Microsoft Remote Desktop, Quick Assist).
  • Printer and print-server configuration and troubleshooting across networked and locally attached printers and MFPs.
  • Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting and Wi-Fi connectivity diagnostics.
  • Ticketing and ITSM tools (ServiceNow, Jira Service Desk, Zendesk) for incident management, request fulfillment and change logging.
  • Asset management and CMDB experience including tagging, tracking, and asset lifecycle processes.
  • Endpoint security technologies: antivirus/EDR tools, BitLocker/FileVault encryption, secure boot and secure configuration validation.
  • Firmware and driver management experience, BIOS/UEFI updates and hardware vendor diagnostic utilities.
  • Basic scripting for automation and diagnostics (PowerShell, Bash) to accelerate repetitive tasks and gather system information.
  • Familiarity with imaging and deployment automation and patch management processes.

Soft Skills

  • Exceptional customer service orientation; patient, professional and user-focused in high-pressure situations.
  • Clear verbal and written communication skills for interacting with non-technical end users and preparing documentation.
  • Strong troubleshooting and analytical problem-solving skills with attention to reproducibility and root cause analysis.
  • Ability to prioritize workload, manage multiple service requests and respond to urgent incidents in a timely manner.
  • Team player who collaborates cross-functionally with network, security, and desktop engineering teams.
  • Adaptability to changing tools, environments and shifting business priorities (remote/hybrid workplace support).
  • Time management and organization to manage onsite visits, ticket queues and project tasks efficiently.
  • Discretion and adherence to confidentiality when handling sensitive data and user devices.
  • Coaching and mentoring ability to develop junior technicians and improve team knowledge.
  • Detail-oriented when completing asset records, change requests and closure notes.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED; equivalent technical certifications or hands-on experience accepted.

Preferred Education:

  • Associate or Bachelor’s degree in Information Technology, Computer Science, Network Administration or related field; vocational or technical training in electronics or hardware repair valued.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Electronics / Technical Support

Experience Requirements

Typical Experience Range: 1–5 years of hands-on desktop/laptop support, field services, or hands-on IT support roles.

Preferred:

  • 3+ years of deskside or field support experience in enterprise environments.
  • Demonstrated experience with imaging tools (SCCM/Intune/MDT), Active Directory, Microsoft 365, and hardware lifecycle management.
  • Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, Apple ACMT, or vendor-specific laptop/PC repair certification are a plus.
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