IT Workplace Support Technician

Job Description

Job Description

IT Workplace Support Technician

Position Summary

The IT Workplace Support Technician is responsible for providing onsite and remote support for end-user computing devices, mobile devices, peripherals, printing solutions, workplace setup, and IT-related user requests. The role ensures employees receive timely technical support while maintaining company standards for hardware, software, security, and asset management.

Key Responsibilities

Mobile Device Support

• Hand over, configure, and support iPhones and mobile devices.
• Perform device migrations, data transfers, and user onboarding.
• Manage iPhone returns, factory resets, and device recovery.
• Configure and support company mobile applications, including Company Portal and other business apps.
• Order and manage SIM and eSIM services.
• Provide user training and troubleshooting for mobile devices.

PC and Endpoint Management

• Deliver and exchange laptops, desktops, and workstations.
• Support new user onboarding and workplace deployments.
• Perform hardware replacements and upgrades.
• Execute PC migrations, including user profiles and data transfers.
• Conduct operating system installations and offline imaging.
• Troubleshoot hardware, driver, firmware, BitLocker, and encryption issues.
• Coordinate warranty and repair cases with hardware vendors such as Dell.

Peripheral and Workplace Setup

• Distribute and install monitors, docking stations, keyboards, mice, headsets, and related accessories.
• Configure and troubleshoot peripherals and workplace equipment.
• Set up complete workstations, including network and power connections.
• Support conference room and collaboration technologies.

Scanner and Printer Support

• Configure and maintain handheld scanners.
• Install and support multifunction printers and label printers.
• Troubleshoot printing, scanning, and follow-me printing solutions.
• Configure scan-to-email, address books, and print server services.
• Coordinate with service technicians and printer vendors.
• Manage toner logistics, disposal activities, and printer reporting.

Network and Connectivity Support

• Troubleshoot wired and wireless connectivity issues.
• Support network cabling activities and access point installations.
• Resolve client-side network access problems.
• Assist with telecommunications and fixed-line phone services.

Software Support

• Install, configure, update, and remove managed software.
• Support specialized and standalone business applications.
• Troubleshoot software conflicts and application-related issues.
• Assist users with application access requests and software entitlement processes.

Identity and Access Management

• Manage Active Directory group memberships.
• Support password reset activities in exceptional situations.
• Process file-share access requests according to company standards.

Asset and Inventory Management

• Maintain asset records within the organization's asset management platform.
• Track hardware lifecycle activities.
• Receive, store, and manage incoming IT equipment deliveries.
• Maintain inventory accuracy and storage organization.

Data Center and Infrastructure Support

• Provide hands-on support for infrastructure and data center teams.
• Assist with backup media handling and onsite technical activities.
• Support server room operations when required.

Customer Service and User Support

• Provide technical support to end users onsite and remotely.
• Create and distribute user guidance, instructions, and manuals.
• Assist users with service requests and self-service processes.
• Support spam email investigations and user awareness activities.
• Deliver excellent customer service while maintaining service level agreements (SLAs).

Required Qualifications

• Associate degree, technical diploma, or equivalent experience in Information Technology.
• Experience supporting Microsoft Windows environments.
• Experience with mobile device management solutions.
• Knowledge of Microsoft Active Directory.
• Experience supporting printers, scanners, and workplace peripherals.
• Understanding of networking fundamentals, including LAN, WLAN, and TCP/IP.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication abilities.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications.
• Experience with Microsoft Intune, Company Portal, and Mobile Device Management (MDM).
• Experience with Matrix42 or similar IT Service Management (ITSM) platforms.
• Experience with Dell hardware support processes.
• Knowledge of print management solutions such as PaperCut or StreamLine.

Key Competencies

• Customer Focus
• Technical Troubleshooting
• Asset Management
• Documentation and Reporting
• Time Management
• Team Collaboration
• Attention to Detail
• Problem Solving
• Communication Skills

Working Conditions

• Frequent movement between offices, warehouses, conference rooms, and technical areas.
• Ability to lift and transport IT equipment such as monitors, PCs, printers, and peripherals.
• Occasional after-hours or emergency support activities.

Job Title Alternatives

• IT Workplace Support Technician
• End User Support Specialist
• Desktop Support Technician
• EUC (End User Computing) Technician
• IT Support Analyst
• Workplace Services Technician

This description is suitable for an L1/L2 Workplace Support role responsible for onsite IT operations, device deployment, user support, and infrastructure hands-on assistance.

\nCompany Description

Express works with job seekers to help find the right job for their skills and experience. As one of the leading staffing companies in North America, State, and Location Name, we’re ready to help you take the next step in your career. Whether you are ready for a full-time position, looking for part-time work, or want a more flexible schedule, Express has a wide range of jobs available including:
-Administrative
-Light Industrial
-Skilled Trades
-Professional positions

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or genetic information.

Company Description

Express works with job seekers to help find the right job for their skills and experience. As one of the leading staffing companies in North America, State, and Location Name, we’re ready to help you take the next step in your career. Whether you are ready for a full-time position, looking for part-time work, or want a more flexible schedule, Express has a wide range of jobs available including: \r\n-Administrative \r\n-Light Industrial \r\n-Skilled Trades \r\n-Professional positions\r\n\r\nWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or genetic information.