Key Skills

Job Description

Job Description: We are seeking a customer-focused and technically proficient Onsite IT Support Analyst to provide hands-on support to end users through Tech Bar and onsite services. The role involves diagnosing and resolving hardware and software issues, performing proactive device health checks, laptop deployment and upgrades, user training, and promoting IT support services. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional end-user experiences. Key Responsibilities End User Support & Diagnostics Perform system diagnostics and troubleshooting for Windows and Mac devices. Scan and defragment disk drives where applicable. Update antivirus definitions and perform malware/spyware scans. Update system and application drivers to maintain device health. Run battery diagnostics and provide reports on disk drive health and system performance. Conduct proactive health checks on devices presented at the Tech Bar. Laptop & Device Management Re-image and configure Windows and Mac laptops. Troubleshoot hardware, software, operating system, and application-related issues. Upgrade laptops, memory modules, peripherals, and smart devices. Perform device setup, deployment, and replacement activities. Support asset recovery and collection of computer hardware and accessories. User Enablement & Training Provide end-user training and orientation on laptops, applications, and IT services. Deliver awareness sessions on newly launched applications, services, and technology initiatives. Educate users on available support channels such as self-service portals, chat support, and knowledge articles. Communicate planned outages, maintenance windows, and potential service impacts to users. Customer Experience & Service Delivery Deliver high-quality walk-up support through the Tech Bar. Ensure timely resolution and escalation of incidents and service requests. Maintain accurate documentation of support activities and resolutions. Demonstrate strong customer service skills while managing multiple user requests. Communication & Collaboration Communicate effectively, both verbally and in writing, in assigned primary and secondary languages. Collaborate with internal IT teams, infrastructure teams, and service desk personnel to resolve complex issues. Provide status updates and technical guidance to users and stakeholders. Required Skills & Qualifications 2-5 years of experience in Desktop Support, End User Computing (EUC), IT Support, or Tech Bar support. Strong knowledge of Windows and macOS operating systems. Experience with laptop imaging, deployment, and hardware upgrades. Familiarity with antivirus tools, device diagnostics, and endpoint troubleshooting. Knowledge of hardware components, peripherals, and mobile/smart devices. Understanding of IT service management processes and ticketing tools. Excellent troubleshooting and problem-solving skills. Strong customer service orientation and interpersonal skills. Ability to work independently in an onsite support environment. Strong written and verbal communication skills. Preferred Qualifications Certifications such as CompTIA A+, Microsoft Certified, ITIL Foundation, Apple Support Professional, or equivalent. Experience supporting enterprise environments and executive users. Exposure to asset management and inventory tracking processes. Multilingual communication capabilities. Key Competencies Customer Obsession Technical Troubleshooting Communication Skills Problem Solving Collaboration Time Management User Training & Enablement Attention to Detail This role is ideal for IT professionals who enjoy combining technical expertise with outstanding customer service to create a seamless end-user support experience.

Core Responsibilities

Provide walk-up and onsite technical support for Windows and Mac users, including diagnostics, troubleshooting, device imaging, deployment, upgrades, and proactive health checks. Train users on devices and IT services, document support activities, communicate service updates, and collaborate with IT teams to resolve and escalate issues.

Requirements

Requires 2–5 years of experience in desktop support, end-user computing, IT support, or Tech Bar support, along with strong Windows and macOS knowledge and experience with laptop imaging, deployment, and hardware upgrades. Candidates should have troubleshooting, customer service, communication, and IT service management skills; relevant certifications and enterprise support experience are preferred.