Deskside Support Technician

About the role

Deskside Support Technician – Waco, TX (Onsite) – 6+ Months contract. The Deskside Support Technician will provide comprehensive technical support for the client's campus based personnel. With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble‑shooting and problem solving skills. Installs and configures company standard applications. Supports key service‑level goals including response time and end‑user satisfaction.

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‑monitor tickets to ensure proper escalation and resolution of incidents consistent with agreed SLAs.
• Follow established Asset Management processes.
• Provide setup and support services for conference rooms.
• Provision 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.
• Document customer interactions within tickets to ensure accuracy, thoroughness and timeliness.
• Effectively communicate with Deskside Management Team regarding asset management, break/fix or Service Desk related processes (build a “proactive” environment).
• 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.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment.

Skills

• 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.