Deskside Support Technician

About the Role

This role serves as the direct face-to-face contact for technology-related issues, providing Walk-Up support with exceptional customer service skills. A key responsibility is resolving technology problems in supported areas, including on-site and remote support.

Responsibilities

• Provide Walk-Up support for end users requiring immediate assistance during business hours.
• Troubleshoot problems or issues that arise with Windows and Chrome-based devices.
• Document troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ServiceNow system.
• Provide support for audio/visual equipment (Google Meet and Chrome For Meeting devices).
• Perform imaging and basic setup on new devices for end users.
• Perform PC refreshes, including imaging a device, installing software, and configuring for seamless PC exchange with the end user.
• Perform asset and inventory management on PCs and peripherals in the stockroom.
• Conduct weekly data center checks, verifying room cleanliness, network device functionality, UPS operation, and absence of alarms or alerts.
• Manage asset lifecycle, including intake, retirement, and disposal.
• Support remote end users as needed.
• Escalate unresolved issues to management and various technical support teams.

Requirements

• Must be a self-starter, detail-oriented, and able to handle a variety of tasks efficiently while meeting deadlines.
• Strong customer service skills, acting professionally when interacting with end users.
• Exceptional written and verbal communication skills in English.
• Ability to quickly learn and acquire expertise in custom applications.
• Strong organizational skills and ability to prioritize workload.
• Knowledge of ServiceNow preferred; experience with similar ticket-tracking or request system workflow tools considered.
• Prior experience in a Windows environment preferred.
• 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

• Frequent walking, standing, and moving about to accomplish tasks, including long distances or between work sites.
• Ability to ascend and descend stairs.
• Close vision and ability to adjust focus required.
• Ability to lift and move up to 35 pounds.
• Regular use of written and oral communication skills.
• Ability to read, interpret, and analyze data, information, and documents.
• Problem-solving and application of math and reasoning skills.
• Learning and applying new skills and information.
• Performing highly detailed work on multiple, concurrent tasks.
• Interacting with colleagues, clients, and vendors.
• Maintaining composure in a fast-paced, high-quality environment with personal and team accountability.

Work Environment

Work is generally performed within an office environment with standard office equipment available. Work is generally sedentary but may require standing and walking for up to 10% or more of the time.