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:
1. End-User and Deskside Support
• Provide on-site deskside technical support during ’s 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
across Windows and Mac environments.
• 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.
2. Device Deployment, Lifecycle, and Asset Management
• 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.
3. Knowledge Management and Process Improvement
• 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.
4. Service Request Fulfillment
• 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.
5. Mobile and Peripheral Device Support
• 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:
1. Minimum of 2 years of deskside or field support experience in an enterprise 
environment.
2. Strong understanding of Windows and macOS operating systems, including 
installation, configuration, and troubleshooting.
3. Apple Certified Mac Technician (ACMT) certification required.
4. Microsoft 365 Certified: Modern Desktop Administrator Associate certification 
required.
5. Experience with Microsoft Endpoint Manager (Intune), Active Directory, and Azure 
AD preferred.
6. Hands-on experience with desktop imaging, patch management, and antivirus 
deployment.
7. Solid understanding of network fundamentals (TCP/IP, VPN, Wi-Fi configuration).
8. Excellent customer service, documentation, and communication skills.
9. 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 at 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 ’s 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.