Deskside Technician I

About the role

The Deskside Technician I is a Level 2 Deskside Support role within Manage Services. This role’s core function is to provide top of the line service to end users and the client to ensure service needs are met. This role’s location is specific to the location in the Job Listing.

Responsibilities

• Identify, research, and resolve technical problems
• Respond to help desk tickets and escalations
• Meet monthly metric standards for 150 tickets closed per month (200 goal)
• Meet monthly metric standards of 0 tickets breached SLA/OLA for incident requests
• Provide walk-in support on-site to end users
• Assist with AV Support as necessary
• Provide Smart hands assistance to Level 3 support teams (Networking, AV, etc.)
• Assist with asset disposition
• Organize, track, and update assets accordingly (Asset Management)
• Serve as 2nd point of contact for escalated/expedited requests
• Assist with on-site projects for the client

Requirements

• 1–2 years of help desk experience preferred
• 1–2 years of AV Support preferred
• Advanced computer skills required
• Familiarity with devices within an enterprise environment
• Experience working with Windows OS versions 7–11 and Mac OS
• CompTIA A+ preferred
• Demonstrated excellent verbal and written communication skills
• Demonstrated good customer service skills and motivation
• Responsible and dependable with reliable transportation
• Experience using and troubleshooting Microsoft Word, Excel, Access, Outlook, and web-based applications
• Ability to work well with various people from staff to high-level administrators

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms
• Frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another
• Ability to ascend and descend stairs
• Specific vision abilities include close vision and the ability to adjust focus

Mental Demands

• Regularly required to effectively 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
• Maintain composure in a fast-paced, high-quality environment where personal and team accountabilities are defining factors

Work Environment

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