Deskside Support Technician

Core Function:

This role will be expected to handle high-stress situations involving problem diagnosis and client relationship management. This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems. A key area of responsibility is resolving client technology-related problems in areas supported.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Provide friendly, professional support via phone, email and on-site walk-ups.

• Responds to tickets escalated from Service Desk

• Work on break/fix tickets assigned in ticketing system (Service Now)

• Create, update, and resolve tickets within SLA hours

• Assist with creation of a knowledge base of problem remediation;

• Work with Azure AD portal to resolve licensing issues, group memberships, and troubleshoot MDM issues

• Ability to troubleshoot and resolve issues with Windows 10/Windows 11/MacOS laptops/desktops/tablets, applications, peripherals, and network/local printers

• Software troubleshooting of applications as well as working with 3rd level/vendor on more complicated issues

• Deployment and refreshing of laptops/desktops/tablets

• Smart hands support for vendors and 3rd level teams to resolve issues as necessary

• Provide A/V support: assist end user with getting Zoom/Teams meeting up and running, testing conference rooms on a weekly/monthly basis, troubleshooting issues with meeting/hardware with AV 3rd level team

• Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required;

• Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus;

• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required;

Supervisory Responsibilities:

• None

Minimum Knowledge, Skills and Abilities required:

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.

• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.

• Must possess exceptional written and verbal communication skills (in English).

• Ability to quickly learn and acquire expertise in client's custom applications.

• Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.

• Knowledge of ServiceNow preferred -- experience with similar ticket-tracking/request system workflow tool considered.

• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.

• Team player who is invested in and strives to maximize team/department performance.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

• The ability to lift and move 35 pounds.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.