Deskside Support Technician

About the role

This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems. A key responsibility is resolving client technology-related problems in supported areas, handling high-stress situations involving problem diagnosis and client relationship management.

Responsibilities

• Troubleshoot problems or issues with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop (excluding security patches/updates).
• Respond to alert notifications or escalations from the VACO ITSS team, determine the probable cause of issues, and take appropriate intervention actions to restore operational status.
• Support the Mac operating system and various Apple tools and applications, including providing operating system updates for Macintosh desktops/laptops.
• Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration.
• Support Mac in a Windows XP environment (virtual), including Mac OS, Mac OS X Server, and Server Essentials.
• Document troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system.
• Add virtual desktop clients to Office 2007 / Office 2010.
• Load, reload, configure, and update anti-virus and virus scan software on desktops/laptops as required.
• Assist with identification and remediation of Windows and Macintosh desktops/laptops infected with computer viruses.
• Assist with the creation and distribution of "clean-up kits" (including instructions and user documentation) for Windows and Macintosh remote laptops.
• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktops/laptops as required.
• Assist with the creation of a knowledge base of problem remediation.
• Disconnect and/or reconnect desktops and peripherals in support of office moves within the client's campus.
• Assist in the creation of IT customer support notices and alerts, both verbal and written, as needed.

Requirements

• Must be detail-oriented, able to handle a variety of tasks efficiently and accurately within deadlines.
• Demonstrate strong customer service skills, with the ability to communicate professionally, urgently, and empathetically with affected users.
• Exceptional written and verbal communication skills in English.
• Ability to quickly learn and acquire expertise in client's custom applications.
• Self-starter with strong organizational skills and the ability to prioritize workload.
• Knowledge of CA USD preferred; experience with similar ticket-tracking or request system workflow tools considered.
• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
• Team player invested in maximizing team and department performance.

Physical and Mental Demands

The physical and mental demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Physical Demands: Regularly required to sit, talk, hear (in person and via multimedia), use hands to operate standard office equipment, and reach with hands and arms. Frequently required to walk, stand, and move about to accomplish tasks. Must be able to ascend and descend stairs. Ability to lift and move up to 35 pounds.
• Mental Demands: Regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, clients, and vendors. Must maintain composure in a fast-paced, high-quality environment where personal and team accountability are critical.

Work is generally sedentary but may require standing and walking for up to 10% of the time. Performed within a general office environment with standard office equipment available.