Service Desk/Onsite Support Technician

About the role

As a Service Desk/Onsite Support Technician, you will serve as both a remote technical support technician and a hands-on technical presence for a subset of our key clients with travel to local sites. This role is a hybrid role that works directly and continuously with Awecomm’s centralized Support Team to ensure all onsite technical needs are addressed promptly, consistently, and in alignment with Awecomm’s processes.

Responsibilities

• Provide exceptional customer service to clients resolving incidents and services requests. These tickets will include IMACs (install, move, add, change)
• Troubleshoot and resolve technical issues related to hardware (Windows OS, Android/iOS Devices, and other network/infrastructure components) and software (MS365 and many line of business applications) necessary to support end users, production and regular business operations
• Organize, track, and prioritize workload to exceed client expectations
• Effectively capture technical issues and document in ITSM (Halo PSA)
• Assist System Administrators resolve infrastructure issues with hot hands support
• Learn new technologies and develop in document specific domain knowledge in KB articles for your focus clients
• Follow procedural documentation to setup and provision workstations and users with a variety of different technologies
• Act as the primary onsite extension of the centralized Awecomm Support, collaborating daily to resolve issues escalated from the service desk
• Provide real-time visibility into onsite conditions, hardware status, and user needs so Awecomm teams can act quickly and accurately
• Ensure onsite tasks, hands-on troubleshooting, and physical interventions (e.g., equipment resets, inspections, cabling) are completed in coordination with Awecomm guidance
• Deliver in person support when directed by Awecomm Support for workstation issues, account access, device troubleshooting, and application assistance
• Maintain onsite hardware inventories and ensure accurate tracking for Awecomm asset management
• On-call rotation

Requirements

• Demonstrated passion for technology and client service
• Excellent communication and writing skills
• Proven ability to provide exceptional client service
• Proven ability to know limits and seek assistance
• Consistent track record of demonstrated ambition with successful results
• Effective decision-making skills
• Excellent problem-solving skills
• Ability and passion to continuously learn new technologies in a fast-paced environment
• Education and experience demonstrate a track record of success – 4+ years’ experience in a technical support role, preferably onsite
• Associates Degree or experience in a related field

Technical skills

• Windows OS
• iOS and Android Mobile Devices
• Office applications: Outlook, Word, Excel, etc.
• Laptop and Desktop Hardware troubleshooting
• Active Directory
• Email setup and troubleshooting
• Network troubleshooting (TCP/IP, Switches, Basic troubleshooting methods)
• Printer install and troubleshooting
• Workstation imaging and prep for deployments
• Badge systems and/or industrial devices

About Awecomm

Awecomm is an exciting IT services company delivering exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace 5 years and counting. Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success. Our client partnership is central to our shared success. Overall, our core purpose is to help great people advance and great companies thrive.

At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people: Be Transparent – open and honest is not optional; Be Helpful – enthusiastic, flexible, supportive, and team oriented; Be Exceptional – together we can go beyond great, and be exceptional.

What we offer

• Awecomm culture, values, purpose, and mission
• Casual work environment
• Work with great team members committed to the overall success of the team
• Competitive pay and benefits, including 401k Plan with company match
• Team recognition program – earn points toward swag, gift cards, & more
• Profit sharing plan – we all share in our collective success
• Career advancement with career development