The Senior Deskside Support Technician will provide technical support for the client's campus based personnel. All Senior Deskside Support Technicians are subject to shift changes and travel between sites as required.
With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.
Some of the below listed responsibilities may not be assigned to all Deskside Support Technicians within a given operational team or at a specific client site. See Operations Leader/Management for clarification on any responsibilities outligned below.
Carry out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
Ensure compliance with all company policies and procedures, including safety rules and regulations
Provide comprehensive technical support services to the Client's internal customers and service providers.
Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.
Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
Resolve reported incidents in the software & hardware environment
Maintain incident management system with up to date information on ticket progress
Complete assigned tickets in timely manner within the Client SLAs
Update asset tracking inventory in accordance with work instructions
Provisioning and deployment of internal VoIP telephones
Assess reported issues and work directly with Client's service providers for escalation and timely issue resolution, as necessary
Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes.
Provide support services for Client's conference rooms, including set up of audio visual equipment as necessary
Responsible for maintenance of IT Lab areas and storage rooms.
Places orders and takes delivery of inventory as directed.
Manage site access via IT badge creation and access management system.
Provide white-glove service for VIP's for all incidents, service requests, etc.
Schedule and deliver an IT onboarding briefing for the first day of hire, with follow up at end of day to remediate any issues.
Provide end user training in applications or operating system fundamentals.
Supports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.
Perform all duties outlined in the Client Site Technician Checklist.
Investigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.
Collect equipment from offboarding employees.
Makes proactive recommendations for site-specific IT improvements.
Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations
Report any potential problem cases to the Deskside Supervisor, Manager or higher escalation levels (Build a "proactive" environment)
Replicate and resolve customer incidents in the software & hardware environment.
Manage and liase communications with customers from escalated issues from Level I technicians where Client Home Office personnel are required for resolution.
Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
Mentor other Deskside Support Technicians as required.
BA or Vocational school degree preferred or equivalent work experience
A+ Certification a plus (Certain Clients may require A+ Certification upon hire or within a specific time frame from date of hire)
Microsoft Certified Professional certification a plus
Mac/Apple device knowledge and proficiency may be required for some clients
Minimum of 4 years of previous computer support experience
Previous call center, computer support, or customer service experience
Project Management experience a plus
Skills Excellent verbal and written communication skills Excellent teamwork skills Coaching and mentoring of Level I technicians Dedication to customer service Ability to exercise sound judgement in any customer service scenario Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Proficiency with LAN/WAN troubleshooting Ability to perform root cause analysis and determine appropriate course of action based on result General knowledge of computer networking Self-motivated and ability to work on multiple tasks
Accountability: Strives to take appropriate action in all aspects of work. Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards. This includes taking responsibility for our schedules, attendance and punctuality.
Adaptability: Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accepts feedback positively.
Communication: Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.
Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
Quality: Completes work that is attentive to detail and accurate. Displays a commitment to excellence by continually looking for improvements.
Teamwork: Works together to achieve common goals. Actively listens, cooperates and encourages open communication as well as the sharing of knowledge. Remains open-minded and willing to entertain others' ideas. Regularly solicits constructive feedback, builds consensus, and asks well thought out and well prepared questions. Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.
Maintain inter-department relationships to resolve client issues and reported incidents
Effectively communicate with both internal and external clients, extended service providers and IT infrastructure groups
Develop communication and working relationship with Supervisor and colleagues
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
While performing the duties of this job, the employee is frequently required to sit, talk and hear. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 20 pounds. The noise level in the work environment is usually moderate.