Sharp Brains · 18 hours ago
Deskside Support Technician
Sleepy Eye, MN
Full-time
Onsite
Senior Level
5+ years expSharp Brains is seeking a Deskside Support Technician to provide high-quality, customer-focused IT support. The role involves acting as the first point of contact for IT-related issues, delivering Level 1 technical support, and ensuring effective incident resolution and escalation as needed.
Cloud ComputingConsultingHardwareInformation TechnologyData CenterNetwork Hardware
Hiring Manager
Rao Waqar Ahmad (CHRP)©
Responsibilities
Act as the first point of contact for all IT-related incidents, service requests, and user inquiries
Deliver high-quality, customer-focused support across enterprise IT environments
Ensure first-call resolution wherever possible and effective escalation when required
Provide Level 1 technical support via phone, email, chat, and self-service portal
Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
Troubleshoot issues related to:
Windows and macOS end-user devices
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Active Directory (password resets, account unlocks, group access)
VPN, network connectivity, Wi-Fi, and printer issues
Perform initial diagnosis and resolution using knowledge articles and SOPs
Escalate unresolved incidents to L2/L3 teams with accurate documentation
Follow ITIL-based incident, request, and problem management processes
Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
Provide user communication and status updates throughout the ticket lifecycle
Participate in shift handovers and knowledge sharing sessions
Identify recurring issues and suggest improvements or automation opportunities
Support new user onboarding/offboarding tasks as per SOPs
Assist in major incident calls by handling communications and ticket updates
Qualification
Required
Act as the first point of contact for all IT-related incidents, service requests, and user inquiries
Deliver high-quality, customer-focused support across enterprise IT environments
Ensure first-call resolution wherever possible and effective escalation when required
Provide Level 1 technical support via phone, email, chat, and self-service portal
Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
Troubleshoot issues related to Windows and macOS end-user devices
Troubleshoot issues related to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Troubleshoot issues related to Active Directory (password resets, account unlocks, group access)
Troubleshoot issues related to VPN, network connectivity, Wi-Fi, and printer issues
Perform initial diagnosis and resolution using knowledge articles and SOPs
Escalate unresolved incidents to L2/L3 teams with accurate documentation
Follow ITIL-based incident, request, and problem management processes
Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
Provide user communication and status updates throughout the ticket lifecycle
Participate in shift handovers and knowledge sharing sessions
Identify recurring issues and suggest improvements or automation opportunities
Support new user onboarding/offboarding tasks as per SOPs
Assist in major incident calls by handling communications and ticket updates
5–6 years of experience in an Enterprise IT Service Desk / End User Support role
Strong hands-on experience with Windows 10/11 and macOS
Strong hands-on experience with Microsoft 365 & Teams administration basics
Strong hands-on experience with Active Directory and Azure AD fundamentals
Strong hands-on experience with basic networking concepts (DNS, DHCP, TCP/IP, VPN)
Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
Familiarity with remote support tools and endpoint management solutions
Good understanding of ITIL v3 / ITIL 4 processes
Adherence to security, compliance, and access control policies
Experience working in SLA-driven, 24×7 or shift-based environments
Preferred
Exposure to VDI, MFA, and endpoint security tools is a plus
Company
Sharp Brains
Sharp Brains is a IT technical support services provider.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase