Deskside Support Technician

Job Description :

Pay Range $22hr - $27hr

• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws.
• Ensures compliance with all company policies and procedures, including safety rules and regulations.
• Provide direct technical support to client’s on-site personnel.
• 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 an incident management system with up-to-date information on ticket progress.
• Complete assigned tickets in a timely manner within the Client SLAs.
• Update asset tracking inventory in accordance with work instructions.
• Provisioning and setup of phone for either landline or VOIP.
• Monitor / Resolve tickets that have been dispatched by the Service Desk for further action.
• Provide IT orientations for newly hired personnel.
• Provide support services for client’s conference and training rooms.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues.
• Travel between local offices in order to provide support for meeting and training.

Education and Experience :

• BA or Vocational school degree preferred or equivalent work experience.
• A+ Certification (Must be attained within three months of employment).
• Microsoft Certified Professional certification is a plus.
• Minimum of 2 years of Deskside support experience.
• Previous call center, computer support, or customer service experience.
• Technician must be able to travel if it’s required by our client.

Skills :

• Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone,iPad, and peripherals.
• Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell.
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any
• customer service scenario.
• Excellent communication and customer service skills. Excellent teamwork skills.
• Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, desktop tools.
• Ability to perform root cause analysis and determine appropriate course of action based on result

Competencies :

• Accountability : We all strive to be business owners, take appropriate action, controlling our work and making decisions.
• We treat the company’s assets as our own, always with our long term success in mind.
• We accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and communicate our actions.
• Adaptability : The Company has shown continuous growth, and through this we adapt to new changes, work situations and responsibilities.
• We welcome the opportunity to learn new tasks and accept feedback positively.
• Collaboration : We respect our colleagues and treat everyone as we want to be treated.
• We have confidence in each other’s capabilities and intentions.
• We believe that people work best when there is a foundation of trust.
• We work toward a win / win solution as a team across department lines doing what is right for all stakeholders.
• Communication : We are courteous to our internal and external contacts.
• We clearly convey key messages, recognizing when miscommunication has occurred and acting to correct it.

Working Relationships :

• Maintain interdepartmental relationships to resolve reported incidents.
• Effectively communicate with extended service providers and IT infrastructure groups.
• Develop communication and working relationships with supervisor and colleagues.

Physical Requirements (Due to the nature of the job) :

• Must be able to lift desktop computers, laptops, monitors, printers and other IT related equipment.
30+ days ago