Job Description
Deskside Support Engineer, Batavia, Illinois Onsite role at Golden Five Consulting
Experience: 2+ Years
Vacancy: 1
Location: Batavia, Illinois, USA
Salary: Negotiable
Job Type: Onsite
Job Title: Deskside Support Engineer
Location: Batavia, Illinois
Employment Type: Full-Time | On-site
Reports To: IT Operations Manager / Service Desk Lead
Position Summary
The Deskside Support Engineer serves as the primary escalation point for the Service Desk, providing comprehensive support for all aspects of Windows and Macintosh computers and associated software. This role is responsible for deployment, configuration, troubleshooting, and maintenance of end?user systems, mobile devices, and peripherals to ensure efficient, secure, and high?performing computing environments. The engineer will deliver on?site technical support, manage refresh and decommissioning activities, and contribute to continuous improvement by maintaining accurate knowledge?base documentation and recommending process enhancements.
Key Responsibilities
- End-User and Deskside Support
- Provide on?site deskside technical support during designated business hours
- Deliver 24x7 VIP support as required for designated personnel
- Act as the primary escalation point for incidents and service requests unresolved by the Service Desk
- Diagnose and resolve hardware, software, network, and account?related issues
- Perform IMAC (Installs, Moves, Adds, Changes) activities for computing devices and peripherals
- Provide remote and in?person troubleshooting for desktops, laptops, and connected devices
- Manage software deployments, system upgrades, and OS patching, ensuring compliance with organizational standards
- Execute staging, configuration, and deployment of all computing devices, including refresh cycles
- Manage hardware repairs, vulnerability remediation, relocations, and decommissioning of assets
- Follow all asset lifecycle management procedures, including proper tagging, tracking, and disposal
- Maintain a repository of system images and software versions for installations, rollbacks, and troubleshooting
- Oversee the removal or destruction of storage media in accordance with data protection and disposal policies
- Coordinate with network and facilities teams for connectivity and cabling resolutions
- Develop, maintain, and update Knowledge Base (KB) articles and troubleshooting documentation
- Create and share best practices to improve service efficiency, first?call resolution, and customer satisfaction
- Document known issues, solutions, and newly discovered workarounds for future reference
- Support continuous service improvement through proactive analysis and technology recommendations
- Install and configure desktop productivity software, operating systems, and supported applications
- Provide data backup and restore support as needed
- Manage network connections and printer mappings for users
- Process and deliver technology store orders for hardware, software, and license assignments
- Handle loaner device management, including assessment, configuration, delivery, and salvage of reusable hardware components
- Support BYOD environments through Mobile Application Management (MAM) and Azure Conditional Access, assisting users with secure access to resources
- Provide technical support for mobile devices, tablets, handheld scanners, iPads, pagers, and Wi?Fi?connected tools used in daily operations
- Assist users in configuring and maintaining mobile devices under the BYOD and Mobile Device Management (MDM) frameworks
Mandatory Skills And Qualifications
- Minimum of 2 years of deskside or field support experience in an enterprise environment
- Strong understanding of Windows and macOS operating systems, including installation, configuration, and troubleshooting
- Apple Certified Mac Technician (ACMT) certification required
- Microsoft 365 Certified: Modern Desktop Administrator Associate certification required
- Experience with Microsoft Endpoint Manager (Intune), Active Directory, and Azure AD preferred
- Hands?on experience with desktop imaging, patch management, and antivirus deployment
- Solid understanding of network fundamentals (TCP/IP, VPN, Wi?Fi configuration)
- Excellent customer service, documentation, and communication skills
- Ability to work independently and collaboratively in a high?demand, technical environment
Preferred Skills And Attributes
- Familiarity with ServiceNow or similar ITSM ticketing systems
- Experience with SCCM, JAMF, or other device management platforms
- Strong problem?solving and analytical thinking skills
- Commitment to continuous learning and professional development
- Demonstrated ability to support VIP users with discretion and professionalism
Work Environment
- On?site support during business hours, with on?call availability for VIP and critical incidents
- Collaborative work environment with close coordination between the Service Desk, Network, and Infrastructure teams
- Requires adherence to security, safety, and compliance policies
Key Performance Indicators (KPIs)
- Incident resolution time and SLA adherence
- Customer satisfaction and feedback scores
- Accuracy and quality of Knowledge Base documentation
- Successful execution of refresh and deployment projects
- Reduction in recurring issues through proactive problem management
Email Us: jobs@goldenfive.net . Only qualified applicants will be contacted.
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Job Tags
Full time, Remote work, Relocation,