Deskside Support Technician

Work Schedule:

• Monday to Friday, 8:00 AM 5:00 PM local time.
• Deskside support role focused on hardware repair, troubleshooting hardware and software images, and IMAC tasks.
• No on-call requirements.

Job Scope: The Deskside Support Technician will provide support for desktop operating systems, connectivity issues, remote communications problems, and hardware/software issues at the End User level. Support will include but is not limited to the following activities:

1. Provide support for desktop configurations, software installations and removals, de-installations, driver updates, and virus remediation as agreed upon by the business and the Service Provider.
2. Install or re-install authorized software images, personality settings, and approved applications that are not connected to the software distribution environment using media, sources, and procedures supplied by the company.
3. Perform reloads of core images when no alternative resolutions are suitable. This includes restoring end-user data and settings.
4. Provide specific support for a set of Manufacturing or Engineering applications or infrastructure as defined in the Site Operating Service Manual.

Required Skills & Qualifications:

• 3-6 years of experience supporting PC hardware and software.
• Experience providing hands-on support for server and network issues.
• Knowledge of mobile data plans, mobile networks, and devices is a plus.
• Ability to maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Experience in documenting, maintaining, upgrading, and replacing hardware and software systems.
• Capability to support and maintain user account information, including rights, security, and system groups.
• Ability to train employees, identify, analyze, and repair product failures, and order and replace parts as needed.
• Assist with installations, configurations, upgrades, patches, and other maintenance activities of server equipment as required.
• Perform backup, recovery, and security procedures, both planned and during emergencies.
• Follow established procedures to detect, diagnose, and accurately report outages of critical site applications.
• Assist in diagnosing network hardware and performance problems.
• Perform approved installations, configurations, and maintenance of physical network systems.
• Conduct network system administration tasks, both planned and during emergencies.
• Escalate unresolved problems and issues to a higher level of support.
• Ability to manage multiple projects simultaneously.
• Experience working in an enterprise environment.
• Must be physically able to lift up to 40 lbs., bend, crawl, and lay down to support customer computer systems.
• Represent the organization in a professional and businesslike manner while effectively communicating with customers and associates.
• Respond to routine technical questions or requests for information.

Preferred Certifications:

• A+ Certification (a plus, but not required)
• Minimum of 3 years of relevant experience.

Top Skills Required:

• Deskside Support
• Customer Service