IT Deskside Services Technician (Help Desk) - (WSD)

General Overview

3.1 The Deskside Services Technician is responsible for providing technical support directly to end users, resolving hardware and software issues, maintaining IT systems, and supporting internal business processes. The role requires a positive attitude, technical expertise, and the ability to work independently or as part of a cross-functional IT support team.

Key Responsibilities

• Provide end-user support and resolve IT requests / issues with a professional, helpful attitude.
• Install and configure company-approved software.
• Identify, troubleshoot, and resolve or escalate hardware and software issues to the appropriate teams.
• Image, configure, and deploy laptops and desktops.
• Assist new hires with data backup to OneDrive and orientation on Help Desk support procedures.
• Manage and support mobile devices through Verizon MDM (Mobile Device Management).
• Create and manage user accounts in Active Directory.
• Maintain and update team inventory, software libraries, and procedural documentation (SOPs, "How-To" guides).
• Maintain and support audio / visual conferencing equipment in conference rooms.
• Provide technical research and answers to other Fii department inquiries.
• Perform regular inventories and asset audits.
• Support the OT (Operations Technology) production IT support team as needed.
• Assist in the technical setup and support for corporate events.
• Act as a liaison between internal teams and Google-partner accounts.
• Help maintain printers : replace toner / ink, submit service tickets when necessary.

Requirements

Education & Experience

Skills

Security

6.1 All personnel must agree to and sign a Non-Disclosure Agreement (NDA) upon hiring.

Quality Records

7.1 Accurately enter all required information into Help Desk ticketing systems for tracking and resolution.