Desktop Support

Deskside Technician Job Description

The Client Services Desk Side Technician role revolves around IMACs (Installs, Moves, Adds, Changes) and technical hardware support. It is a “hands-on” technical role that requires good people skills along with workstation support knowledge.

Responsibilities

– Analyze and resolve hardware/software problems onsite or remote operational mode

– Design, installation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Microsoft Windows

– Removal and installation of hardware components and peripherals

– Installation of additional software and manually and via deployment console

– User requests for technical advice and support

– Installation and customization of client equipment

– Provide concierge support to VIP/Executive personnel as needed

– Classification of technical queries and forwarded to relevant departments

– Documentation of customer inquiries

– PC Refresh Life Cycle Process and deployment

– Use client security tools (antivirus, encryption)

– Use remote support tools, and ticketing tools

– Customizing user profiles

– Hardware installation and hardware expansion

– Instruction and advice to the user

– Backup and restore of user data

– Commissioning and network switching operations

– Coordination with IT coordinators and users

Skills/Qualifications

– Excellent written and verbal communication skills

– Team work

– Customer focus

– Problem Solving

– Quality

– Initiative

– Takes ownership

– Ability to plan, organize, and prioritize

– Ability to work under pressure

– Ability to effectively work on multiple activities concurrently

– Understanding of Microsoft environment/network including Active Directory, servers, operating systems and Business software

– Enterprise Anti-Virus

Education/Experience

– Citrix knowledge

– 3-5 years of professional work experience in related field

– Associates Degree in Information Systems-Required/BS Information Systems-Preferred

– ITIL Foundations V3-Preferred

– A+/Network+ or equivalent-Required/MCSA or equivalent-Preferred

– Experience with Deployment Console

– Experience with ticket tool and diagnostic Tools

– Experience in dealing with remote technical support ticket tool

– Basic knowledge of programming (scripting, VB)

– Basic knowledge of Oracle / SQL / Access

– Basic network knowledge and troubleshooting (TCP/IP, switching, routing, DNS, wireless, etc.)

*LI-POST

Job Requirements
Position is responsible for desk-side support in a Windows environment. Support includes installs, equipment pick-up, and equipment inventory. Perform miscellaneous software & hardware installs, configuration of Windows and Mac PC Equipment, Provide 2nd and 3rd level trouble shooting of all problems related to this activity. Installers are also responsible for un-boxing equipment as well as packing systems for shipment to remote locations. Candidate must be customer service focused. Must be able to follow schedules and perform administrative tasks.

Individual must be self-starting, able to work alone and within a team, follow detailed processes, and open to flexible scheduling. Should be able to troubleshoot and isolate issues related to end user computing environments; printers, networks, computer devices, and other attached devices.

Preferred experience: Advanced Experience with Windows and MAC operating systems, Microsoft AD, networking, imaging technologies, asset tracking and inventory systems.