Sr. Deskside Technician

Responsibilities

• Aid in the development of long-term strategies and capacity planning for end-user device needs.
• Conduct research on end-user devices to support standardization and procurement efforts.
• Evaluate and recommend products for purchase and write technical specifications for end-user devices and related products.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users.
• Recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installations, and removals, as well as moves and changes.
• Manage equipment sent to repair depots for devices under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical deskside connections are in proper working order.
• Prepare tests and applications for monitoring desktop performance and provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• Liaise with third-party support and equipment vendors if necessary.

Requirements

• Formal education and certification: College diploma or university degree in computer science or equivalent work experience.
• Certifications: ITIL Foundation, Comptia A+, Comptia Network +, Google IT Support Professional, HDI Support Center Analyst (HDI-SCA).
• Technical knowledge: Excellent technical knowledge of hardware, including Apple, Dell, HP, Lenovo, and others; extensive equipment support experience with PC peripheral devices; working technical knowledge of current protocols, operating systems, and standards (Windows 7+ and macOS 10+); ability to operate tools, components, and peripheral accessories; ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Personal attributes: Ability to conduct research into PC issues and products; effective interpersonal skills and relationship-building skills; strong written and oral communication skills; ability to present ideas in user-friendly language; understanding of the organization’s goals and objectives; analytical and problem-solving abilities with keen attention to detail; self-motivated and directed; ability to effectively prioritize and execute tasks in a high-pressure environment; experience working in a team-oriented, collaborative environment; strong customer-service orientation; driver’s license in good standing.

Work Conditions

• Availability for onsite work: Monday – Friday.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.