Deskside Technician

Job Description - Deskside Technician

Title

Deskside Technician

Description

The Deskside Technician's role is to provide a single point of contact for end users to receive support and maintenance within the organization's end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Responsibilities

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

Acquisition & Deployment

• Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.

• Write technical specifications for purchase of end-user devices and related products.

Operational Management

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.

• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.

• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.

• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's end-user computing environment.

• Where required, administer and resolve issues with associated end-user workstation networking software products.

• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.

• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.

• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.

• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.

• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.

• If necessary, liaise with third-party support and equipment vendors.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience.

• The following certifications are highly desired

o ITIL Foundation

o Comptia A+

o Comptia Network +

o Google IT Support Professional

o HDI Support Center Analyst (HDI-SCA)

Knowledge & Experience

• Excellent technical knowledge of hardware, including Apple/Mac, Dell, Lenovo, and others as required

• Excellent technical knowledge of PC internal components.

• Hands-on hardware troubleshooting experience.

• Extensive equipment support experience with PC peripheral devices including monitors, docking stations, printers, and others as required to support end-user needs.

• Working technical knowledge of current protocols, operating systems, and standards, including Windows and macOS.

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

• Ability to conduct research into Mac and PC issues and products as required.

• Effective interpersonal skills and relationship-building skills.

• Strong written and oral communication skills.

• Ability to present ideas in user-friendly language.

• Understanding of the organization's goals and objectives.

• Analytical and problem-solving abilities, with keen attention to detail.

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

• Experience working in a team-oriented, collaborative environment.

• Strong customer-service orientation.

• Driver's license in good standing.

Work Conditions

• Availability for on-call rotation.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.