DSS L1 - Davie, FL

The Desk Side Support Level 1 (DSS L1) professional provides on-site technical support for end users, ensuring efficient resolution of hardware, software, and basic network-related issues. This role acts as the first point of contact for in-person IT support, delivering high-quality service, troubleshooting, and customer assistance in accordance with client SLAs and internal procedures.

Key Responsibilities

• Provide on-site technical support for end users, including desktops, laptops, peripherals, and mobile devices.

• Perform basic troubleshooting of hardware, operating systems, software applications, and connectivity issues.

• Install, configure, replace, and upgrade IT equipment such as PCs, laptops, monitors, printers, docking stations, and accessories.

• Support Windows operating systems and standard corporate applications.

• Assist with user account-related requests, including password resets and access issues, following established procedures.

• Escalate incidents to Level 2 or specialized teams when required, ensuring proper documentation.

• Log, track, and update tickets accurately in the service management system.

• Perform basic asset management activities, including inventory updates, tagging, tracking, and equipment lifecycle support.

• Support workstation moves, adds, and changes (MAC activities).

• Follow IT policies, security guidelines, and compliance requirements.

• Provide professional customer service and clear communication with users and stakeholders.

• Support additional IT tasks as requested by the client within the scope of desk-side support.
  

Requirements

• Previous experience in Desk Side Support, IT Support, or Technical Support (Level 1).

• Basic knowledge of Windows OS and common enterprise applications.

• Familiarity with hardware troubleshooting for desktops and laptops.

• Understanding of ticketing systems and ITIL-based support processes.

• Strong customer service and communication skills.

• Ability to work independently in an on-site environment.

• Basic understanding of networking concepts (LAN, Wi-Fi, printers).

• Flexibility to support different sites and tasks as required.

• Experience with Active Directory (basic user administration).

• Knowledge of Office 365 or similar productivity suites.