Deskside Support Technician

Duties and Responsibilities

• Provide second level troubleshooting for standard hardware/software.
• Install, configure and troubleshoot laptops, desktop workstations, printers, scanners, digital signage and video conference units.
• Image laptops and desktops using SCCM and Symantec Ghost.
• Create network print queues and set up printers.
• Answer end-user inquiries regarding computer software and hardware operation to resolve issues.
• Provide daily end-user support/desktop/server/application upgrades.
• Document all processes and procedures.
• Set up and remove hardware/equipment for employee use, performing or ensuring proper installation of cable, operating system and appropriate software.
• Support specialized engineering software installation (AutoCAD, UG, Fides, CATIA, Solidworks).
• Software deployment and patching.
• Troubleshoot/upgrade/maintain hardware and corporate software applications.
• Modify and customize commercial programs for internal needs.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities using the ticketing system.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors for service.
• Coordinate workers engaged in problem-solving, monitoring, and installing data communication equipment and software.
• Support and work with all IT Teams to meet objectives.
• Asset management and inventory of all computer equipment.
• Research, evaluate and recommend system technologies to support business requirements.

Knowledge & Skills

• Customer and Personal Service
• Clerical
• Troubleshooting
• Computer System Knowledge
• Systems Evaluation
• Service Orientation
• Systems Analysis

Behavioral Competencies

• Getting Information
• Communication
• Team Attitude

Qualifications

• Overall Experience: Minimum of 3+ years work experience in computers, second level troubleshooting.
• Educational Background: Associate's or Bachelor's degree from a college or university with an Information Technology, Computer Science or Information Systems emphasis preferred.
• Technical Skills: Experience with Windows 7 and 10, Microsoft Office 2013 an GSuite, Experience with Active Directory and Microsoft Networking environment, Experience with Helpdesk support, SLA, escalation processes and procedures.