Onsite Deskside Support (L1/L2)

Company: Sharp Brains
Position: Onsite Deskside Support Technician (L1/L2)
Location: Omaha, Nebraska (NE), USA
Work Type: Onsite
Position Type: Backfill
Engagement Type: Freelance / On-Demand

About the Role

Sharp Brains is seeking a skilled Onsite Deskside Support Technician (L1/L2) for a backfill position in Omaha, Nebraska, USA. The technician will provide technical support for desktops, laptops, printers, and other end-user IT devices, troubleshoot hardware and software issues, perform device installations and replacements, and manage service requests to ensure smooth day-to-day IT operations.

The ideal candidate will have hands-on experience in deskside support, End-User Computing (EUC), Windows environments, and IT service management tools, along with strong troubleshooting and customer service skills.

Key Responsibilities

Provide onsite L1/L2 technical support for desktops, laptops, operating systems, applications, and connectivity issues.
Perform IMAC (Install, Move, Add, Change) activities, hardware installations, device replacements, and break/fix support.
Configure, image, patch, and maintain end-user devices throughout their lifecycle.
Use SCCM, Microsoft Intune, and ServiceNow for device management, asset tracking, and ticket resolution.
Install and update approved software and security patches in accordance 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-related issues.
Provide VIP support and assist with critical incidents and escalations.
Perform basic Smart Hands support and assist with onsite IT infrastructure requirements.
Follow IT security policies, antivirus requirements, and endpoint compliance procedures.
Maintain accurate documentation 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.

Required Skills and Experience

Hands-on experience in onsite deskside support, desktop support, or End-User Computing (EUC).
Strong troubleshooting skills for desktop and laptop hardware, software, operating systems, and network connectivity.
Practical experience with Windows operating systems and basic macOS support.
Familiarity with SCCM, Microsoft Intune, ServiceNow, or similar IT management tools.
Knowledge of desktop imaging, OS 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.

Important Engagement Details

This is an onsite backfill position in Omaha, Nebraska, USA, providing coverage when the regular technician is unavailable.
The technician must be able to travel to the assigned work location and provide support according to the project schedule.
Candidates should be comfortable handling end-user issues, hardware break/fix tasks, and service requests.
Assignment details, working hours, and engagement terms will be communicated during the recruitment process.

How to Apply

Interested candidates should share their updated resume highlighting relevant experience in deskside support, desktop troubleshooting, IMAC activities, Windows support, SCCM, Intune, and ServiceNow.

Interested candidate also email there updated resume to this email address