Desktop Support L1

About the Role

We are seeking a Field Services Technician with 1-3 years of experience to provide customer-facing end-user support. As an on-site support technician, you will be responsible for service delivery, hardware and software configuration, troubleshooting, and ensuring quality services to end users.

Responsibilities

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform break-fix, desk-side support, IMACD’s, data migration, and refreshes.
• Conduct onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could impact end-user experience and take preventive action.
• Manage the ticket queue, ensure timely resolution, and maintain communication with end-users.
• Coordinate with vendors for end-user support, including hardware warranty repairs/replacements.
• Perform security, controls, and compliance tasks such as access reviews, risk assessments, and facility inspections.
• Coordinate with Level 3 support groups and project teams for service enhancements and upgrades.
• Provide IT support for on-site and off-site events, including setup and coordination with venue IT/AV contacts.
• Support disaster recovery and emergency response at local sites.
• Provide on-call support outside business hours on a rotational basis.
• Assist with network data and voice devices, including installation and configuration of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
• Update inventory of phones, peripherals, and system cards (TDM, digital, CPU cards, etc.).
• Test cables for IP and TDM phones from patch panels to user desks.
• Punch cables for patch panels, IDF, or MDF using appropriate tools.
• Update circuit inventory and vendor details for service providers.
• Coordinate with local vendors for ISP, OEM, channel suppliers, and other teams.

Qualifications

• BS/BA in Computer Science, Information Systems, or equivalent combination of education and experience.
• Experience with various desktop systems, operating systems, and technical environments.
• Excellent customer service and verbal communication skills.
• Experience supporting Windows OS, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving abilities.
• CompTIA A+ certification or equivalent.
• Flexibility to travel to remote sites or clusters.
• Ability to lift up to 30 lbs at waist level.

Skills

• Proficiency in hardware and software configuration and troubleshooting.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Attention to detail and adherence to service level agreements.
• Familiarity with network-related issues and basic networking concepts.