Support Services Deskside Technician

Description

GDR Group is a team of passionate, tech-savvy people who love helping businesses grow. We live by our core values of Integrity, Communication, Caring and Compassion, and Passion for Excellence to help us make every partnership as smooth and successful as possible.

We are currently looking for an enthusiastic, customer-focused, and tech-savvy team member to join our Service Desk. This is an entry-level role with training and mentoring provided. If you enjoy learning, taking on new challenges, and helping individuals with technology, this may be the role for you.

Work location and schedule may vary based on client and business needs.

Essential Duties and Responsibilities

• Provide and maintain excellent customer service through providing positive support experience.
• Provide Level 1 support for operating systems, business applications, hardware, and basic networking.
• Assist with onsite deskside support tasks as assigned, including workstation setups, basic hardware swaps (keyboards, mice, docks, monitors), printer troubleshooting, and conference room/AV basic support.
• Own assigned tickets by documenting troubleshooting steps, entering time, and providing timely status updates in alignment with established service objectives (SLOs).
• Collaborate with IT Service Coordinator on scheduling and escalations.
• Communicate progress on incidents and requests by providing timely updates or changes to both client contact and internal teams.
• Enter all work performed into Autotask (PSA) ticketing system.
• Ability to work in a team and communicate effectively.
• Follow troubleshooting runbooks and escalate incidents or requests when additional support is needed or when resolution is not achievable within required timeframes.
• Competent in communicating technical information to technical as well as non-technical end users.
• Business Awareness: learn each client’s environment and how IT supports their day-to-day operations.
• Collaborate with the team to identify recurring issues and opportunities to improve documentation and support processes.
• Familiarity with ITSM / ticketing system terminology and concepts.
• Participate in On-Call shift rotation.

Knowledge, Skills, and Abilities:

• Familiarity with supporting and troubleshooting Windows and Apple computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).
• Familiarity with troubleshooting peripherals such as multi-function printers, scanners, and webcams.
• Basic understanding of user account administration (user accounts and security groups) in Active Directory and/or Azure AD.
• Exposure to device management concepts and tools (e.g., Intune) is a plus.
• Comfortable learning and supporting common business applications such as Microsoft Office, QuickBooks, and Sage.
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi.
• Familiarity with virtualization concepts (e.g., VMware, Hyper-V) is a plus.

Requirements

Credentials and Experience:

• CompTIA A+, Network+, or Microsoft Certification preferred.
• 0–1 years of help desk, deskside, or customer service experience (internship, part-time, or school experience acceptable).
• Exposure to supporting users in a professional/business environment is preferred.