Deskside Technician II

About the Role

The Deskside Technician II is a Level 2 Deskside Support role within Manage Services, focused on delivering top-tier service to end users and clients to meet their service needs. This position is location-specific as indicated in the job listing.

Responsibilities

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets and escalations.
• Meets monthly metric standards: 150 tickets closed (200 goal) and 0 tickets breached SLA/OLA for incident requests.
• Provides walk-in support on-site to end users.
• Assists with AV Support as necessary.
• Provides smart hands assistance to Level 3 support teams (Networking, AV, etc.).
• Assists with asset disposition and organizes, tracks, and updates assets (Asset Management).
• Serves as the 2nd point of contact for escalated/expedited requests.
• Assists with on-site projects for the client.

Requirements

• 1-3 years of help desk experience required.
• 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+ certification preferred.
• Excellent verbal communication and writing skills.
• Strong customer service skills and motivation.
• Must be responsible, dependable, and have reliable transportation.
• Experience using and troubleshooting applications such as 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 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 or 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, including moving between work sites.
• Must be able to ascend and descend stairs.
• Requires close vision and the ability to adjust focus.

Mental Demands

• Regularly required to use written and oral communication skills; read and interpret data, information, and documents.
• Must analyze and solve problems; use math and mathematical reasoning.
• Ability to learn and apply new skills and information.
• Perform highly detailed work on multiple, concurrent tasks.
• Interact with employees, clients, and vendors while maintaining composure in a fast-paced, high-quality environment.

Work Environment

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