Deskside Support Technician
About this position
This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 2 Service Desk to provide support for core infrastructure and desktop technologies standard operating environment. It also involves hardware asset management.
Responsibilities
• Primary desktop support for Windows Operating System, Mobile Device Management
• Handle issues at the primary support site and cluster support sites.
• Infrastructure, Video Conferencing systems, and Client L3 application teams.
• Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensures consistent processes, procedures and technologies are utilized across Client enterprise environment.
• Understand and follow direction provided by the Application and System Services team leads and managers.
• Document recurring issues in the Client Knowledge Base and prepare Standard Operating Procedures.
• Document in detail case status and tasks / work completed with end users in the Client ITSM system.
• Follow the Client critical incident process.
• Setup and maintain inventory processes. Keep the stockroom area clean and organized.
• Receive and record assets in System for tracking.
• Perform staging tasks such as assembling computer components, imaging/copy hard, drives, asset tagging, repackaging equipment, Pick, prepare, and organize outgoing order.
• Work with Operations/Purchasing to maintain adequate stock levels.
• Work with Field Service/Project teams to ensure the proper equipment is allocated for work orders.
• Maintain inventory controls over tools. Provide reports supporting the asset inventory using excel and other tables as needed.
• Gather data on and provide analysis of all activities that have an impact on the value, cost and risk of asset life cycles.
• Monitor network performance and availability to users. Troubleshoot and resolve network issues. Escalate complex problems to higher level engineers and support groups.
• Provide on-site assistance for network issues that require physical intervention.
• Install, configure and maintain network devices, routers, switches, cables and connectors with network devices at site.
• Willing to work overtime for critical tasks and projects
• Flexible and adaptable to changing priorities and deadlines, with commitment to delivering high-quality results in a timely manner
Requirements
• Bachelor’s degree in IT or Computer Science preferred
• At least 5+ years' experience
• Technologies - Candidate must have minimum experience and be proficient in supporting the following technologies:
• Windows 10 Operating System advanced troubleshooting; proficient using Window registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune, MFD
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure Design
• Office 365 suite