Onsite Deskside Support (L1/L2)

Requirements:

• Hands-on experience in onsite deskside support, desktop support, or End-User Computing (EUC).
• Strong troubleshooting skills across desktop and laptop hardware, software, operating systems, and network connectivity.
• Practical experience with Windows and basic macOS support.
• Familiarity with SCCM, Microsoft Intune, ServiceNow, or comparable IT management tools.
• Knowledge of desktop imaging, operating system deployment, software installation, patching, and hardware replacement.
• Understanding of Active Directory, user account administration, and basic networking.
• Experience supporting printers, scanners, mobile devices, and other peripherals.
• Familiarity with ITIL practices and incident management procedures.
• Strong communication, documentation, customer service, and problem-solving skills.
• Ability to work independently onsite and coordinate effectively with remote technical teams.
• Ability to travel to the assigned work location and provide coverage according to the project schedule.

Responsibilities:

• Provide onsite L1/L2 support for desktops, laptops, operating systems, applications, and connectivity issues.
• Carry out IMAC (Install, Move, Add, Change) activities, hardware installations and replacements, and break/fix support.
• Configure, image, patch, and maintain end-user devices throughout their lifecycle.
• Use SCCM, Microsoft Intune, and ServiceNow to manage devices, track assets, and resolve tickets.
• Install and update approved software and security patches in line with IT policies.
• Support Microsoft Office, Outlook, VPN clients, and other enterprise applications.
• Troubleshoot printers, scanners, mobile devices, and other IT peripherals.
• Assist with Active Directory tasks, basic user account management, and access issues.
• Provide VIP support and assist with critical incidents and escalations.
• Perform basic Smart Hands tasks and support onsite IT infrastructure needs.
• Follow IT security policies, antivirus requirements, and endpoint compliance procedures.
• Maintain accurate records of incidents, service requests, asset inventories, and troubleshooting activities.
• Follow ITIL-based processes for incident, problem, and service request management.
• Coordinate with remote IT teams to resolve technical issues within agreed timelines.

Technologies:

• Active Directory
• Hardware
• Incident Management
• Support
• ITIL
• macOS
• Microsoft Intune
• Mobile
• Network
• Security
• ServiceNow
• VPN
• Windows

More

We are Sharp Brains, seeking an Onsite Deskside Support Technician (L1/L2) for a freelance, on-demand backfill assignment in Omaha, Nebraska. This is an onsite role providing coverage when the regular technician is unavailable. The project schedule, working hours, and engagement terms will be shared during recruitment. The position focuses on supporting end users and maintaining day-to-day IT operations.

last updated 43 week of 2026