Job Summary
The IT Lab Support & Proximity (Desk‑Side) Support Specialist provides hands‑on technical support for both the IT lab environment and on‑site end users. This full‑time role serves as a critical on‑site IT presence, supporting lab operations, employee devices, and day‑to‑day technical issues requiring in‑person assistance.
The position balances structured lab responsibilities with responsive desk‑side support, ensuring systems, hardware, and users are supported efficiently and professionally.
Key Responsibilities
Lab Hardware & Systems Support
- Install, configure, maintain, and decommission lab hardware including desktops, laptops, servers, storage, wireless devices, and peripherals
- Perform diagnostics, troubleshooting, repairs, and component replacements
- Image, patch, and upgrade operating systems and firmware in accordance with company standards
- Maintain a reliable, secure, and organized lab environment
Software & Operating Systems
- Install, configure, and maintain lab and end‑user software and applications
- Assist with validation and testing of software updates, patches, drivers, and new technologies
- Ensure systems comply with corporate security, configuration, and compliance requirements
Desk‑Side (Proximity) Support
- Provide in‑person technical support to employees, executives, and on‑site contractors
- Troubleshoot and resolve hardware, software, OS, and connectivity issues at user workspaces
- Support peripherals such as monitors, docking stations, printers, headsets, webcams, and conference room equipment
- Assist with employee onboarding and offboarding, including device setup, configuration, and equipment recovery
- Resolve tickets escalated from the service desk that require hands‑on support
- Deliver a high level of customer service with clear communication and timely resolution
Networking & Cabling
- Manage structured cabling, labeling, and patching in lab and office environments
- Troubleshoot wired and wireless network connectivity issues (LAN, VLANs, IP addressing)
- Support desk moves, adds, and changes (MACs), including device and network reconfiguration
Documentation & Process
- Create and maintain documentation including build guides, configurations, lab diagrams, and support procedures
- Document incidents, changes, and resolutions in the ticketing system
- Follow and help improve IT standards, processes, and best practices
Inventory & Asset Management
- Track lab and end‑user IT assets including hardware, software licenses, and accessories
- Maintain asset records, tagging, assignment status, and lifecycle tracking
- Coordinate procurement, refresh cycles, storage, and secure disposal of equipment
Collaboration
- Work closely with Infrastructure, Security, Networking, Applications, and Service Desk teams
- Assist with lab testing, proof‑of‑concepts, pilots, and pre‑production validation
- Act as a reliable on‑site IT point of contact for daily operations and urgent issues
Minimum Qualifications
- Basic hands‑on experience providing in‑person IT support for desktops, laptops, servers, storage devices, and peripherals in both lab and end‑user environments
- Working knowledge of operating system installation, imaging, patching, and firmware upgrades (Windows required; Linux a plus)
- Experience installing, configuring, and maintaining software, tools, and applications for lab systems and end users
- Ability to troubleshoot and resolve hardware, software, and connectivity issues at the desk‑side, including monitors, docking stations, printers, and other peripherals
- Fundamental understanding of networking concepts, including LANs, VLANs, IP addressing, and basic wired/wireless connectivity troubleshooting
- Proven ability to perform hardware diagnostics, component replacements, and device refreshes
- Experience creating or maintaining technical documentation such as build guides, system configurations, procedures, and ticket notes
- Familiarity with IT asset tracking, inventory management, device assignment, and equipment handling
- Strong attention to detail and ability to follow corporate standards, security policies, and support procedures
- Effective communication and customer service skills, with the ability to work directly with end users and collaborate with cross‑functional IT teams
Preferred Qualifications
- Previous experience supporting an IT lab, service desk, or enterprise desktop support environment
- Hands‑on experience with servers, storage systems, wireless devices, conferencing equipment, and structured cabling
- Experience troubleshooting enterprise networking issues, including VLAN segmentation and performance‑related problems
- Familiarity with corporate IT environments, security controls, configuration management, and compliance requirements
- Experience assisting with user onboarding and offboarding, including device setup, access validation, and equipment recovery
- Experience supporting testing, proof‑of‑concepts, pilots, or pre‑production validation efforts
- Exposure to full asset lifecycle management, including procurement, refresh cycles, redeployment, and secure disposal
- Ability to work independently while managing multiple priorities in an interruption‑driven, onsite support environment
- Enrollment in or completion of coursework in Information Technology, Computer Science, or a related field (or equivalent practical experience)
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