An average day:
As Deskside Administrator I, you will be responsible for providing on-site technical support to end users in a large enterprise environment. This role focuses on resolving hardware and software issues directly at the user’s workstation and ensuring timely solutions to IT incidents and service requests. You will manage face-to-face interactions, documenting all activities in the IT ticketing system. This position involves troubleshooting desktop computers, laptops, peripherals, and software, as well as assisting with user account management, imaging devices, and collaborating with other IT teams for escalations. The Deskside Administrator will support end-user training, contributing to continuous improvement while meeting federal contract objectives. Additionally, in this position you will:
- Provide on-site technical support, addressing hardware and software issues at user workstations.
- Troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), and applications (Microsoft Office, collaboration tools).
- Utilize workstation and domain administration accounts to assist with the installation, configuration, and maintenance of IT equipment (monitors, printers, peripherals).
- Perform imaging of devices, including desktops and laptops, ensuring proper configuration and deployment.
- Document and track incidents and requests in the ticketing system, ensuring accurate and timely updates.
- Utilize administration accounts to assist users with account setups, password resets, and access management, adhering to security protocols.
- Collaborate with IT teams and escalate complex issues as needed for timely resolution.
- Participate in training and knowledge-sharing sessions to stay current on technologies and improve support skills.
- Maintain accurate records of hardware inventory, ensuring proper asset management.
- Assist with IT setup and orientation for new employees, ensuring they are properly equipped and onboarded.
- Ensure service delivery adheres to established service level agreements (SLAs) and performance metrics.
- Perform routine audits and inspections of COMSEC and classified materials assets to maintain security standards.
- Monitor COMSEC equipment status and escalate issues to senior personnel as needed.
- Participate in the distribution and destruction of classified materials per Government defined policy.