Deskside Support EUC L1

Responsibilities

• Provide comprehensive technical support services to the Client’s onsite personnel, customers, and service providers
• Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLAs
• Follow established Asset Management processes
• Provide setup and support services for conference rooms
• Provisioning and deployment of internal VoIP telephones
• Communicate with several IT infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer
• Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness, and timeliness
• Effectively communicate with Deskside Management Team in regard to asset management, break/fix or Service Desk related processes
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels
• Carry out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
• Ensure compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client’s service providers for escalation and timely issue resolution
• Perform customer support related tasks and special projects as assigned by management
• Mentor other Deskside Support Technicians as required

Requirements

• Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills
• Dedication to customer service
• Excellent teamwork skills
• Excellent desktop support technical skills
• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
• Ability to perform root cause analysis and determine appropriate course of action based on result
• Language Skills: English on an advanced level (B2 or higher)

Qualifications

• BS or BA degree preferred or equivalent work experience
• A+ Certification or equivalent required
• Microsoft Certified Professional certification a plus

Experience

Minimum of 12 months of Desktop support experience

Working Relationships

• Maintain inter-department relationships to resolve reported incidents
• Effectively communicate with extended service providers and IT infrastructure groups
• Develop communication and working relationship with supervisor and colleagues