IT Support Technician - Deskside Support

Role Overview: Deskside Administrator shall deliver friendly, hands‑on support to end users. This is an entry‑level role where he/she will respond to incidents and service requests, troubleshoot common hardware and software problems, assist with device setup/imaging and lifecycle activities, and perform basic user administration tasks (password resets, access requests) following established SOPs. He/She will escalate complex issues to senior staff, help maintain asset records, update simple documentation, and communicate clearly with users and team members to ensure timely resolution. Key Responsibilities: 1) End-User Support Provide basic deskside and onsite support for desktops, laptops, printers, and peripherals Respond to IT incidents and service requests logged via the service desk system Troubleshoot common hardware and software issues under guidance Support Microsoft Windows operating systems and standard office applications Escalate unresolved issues to senior engineers or specialist teams 2) Device Setup & Maintenance Assist with setup, installation, and replacement of end-user devices Support device imaging and configuration following standard procedures Help maintain IT asset records and inventory tracking Assist with user onboarding and offboarding activities 3) User Administration Support basic user account activities such as password resets and access requests Follow defined IT security and access procedures 4) Documentation & Operations Follow standard operating procedures (SOPs) and support guidelines Assist in updating user guides and basic documentation 5) Customer Service Provide friendly, professional, and responsive support to users Communicate clearly with users on issue progress and resolution Work collaboratively with IT team members Requirements: ITE or Diploma in Information Technology or related discipline Preferably 2 years of experience in IT support or helpdesk role (fresh graduates welcome) Internship or school project experience in IT support is an advantage Basic knowledge of Microsoft Windows 10 / 11 Familiarity with Microsoft Office applications Understanding of desktop and laptop hardware Basic knowledge of printers and connectivity issues Willingness to learn and take guidance Good communication and interpersonal skills Customer-oriented mindset Responsible, reliable, and team-oriented Office hours with occasional after-hours support required Entry-level IT certifications such as CompTIA, Microsoft Fundamentals, or ITIL Foundation will be advantageous