Desktop Support Technician (1144554)

Job Summary

The Deskside Tech is a Mid-level position that performs tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment. Must have at least 5 years of experience in desktop technology and good knowledge of Active Directory.

Required Skills

• Software and hardware support via deskside support or remote support
• Troubleshoot and repair software and hardware issues reported by end users
• Experience with Active Directory, including user deletion and password resets
• Experience with SCCM to reimage, update, and install software packages or push out Windows or Security updates
• Experience working in-house in a corporate or manufacturing plant environment
• Experience with the ServiceNow ticketing tool

Responsibilities

• Work as a Level 2 desktop support
• Work on tickets escalated from Level 1
• Provide in-person assistance to the end users
• Provide remote assistance when needed
• Hardware and software troubleshooting and repair
• Hands and feet support for troubleshooting data room devices with instructions and guidance from other towers
• Responsible for hardware and software upgrades and troubleshooting
• Troubleshoot Software and Hardware Issues with Remote users
• We are diagnosing and repairing Windows desktops and laptops
• We are deploying and configuring new PC equipment, including data transfers
• Break Fix – Component-level PC peripherals repair and Concierge-type customer service
• Maintain accurate data on Customer PC inventory, Replacements, and Repairs
• Triage all problems to determine cause and resolution
• Diagnose and repair PC-level hardware issues
• Call the OEM to have warranty devices repaired or replaced
• Proactively update all service calls and keep end-users updated
• Provide services promptly to meet customer Service Level Agreements