Desktop Support Technician

The Deskside Support Technician performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, printers and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Additionally, this role trains other employees on the team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.

• Primarily provides Tier 1 support as needed.

• Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.

• Processes timely and accurate information to ensure compliance with vendor warranty requirements.

• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

• Adheres to client policies and procedures while maintaining the integrity of the customer’s data.

• Maintains and updates work order tickets in client’s ITSM tool (ServiceNow).

• Coordinates across multiple departments/vendors to provide support.

• Represents LTM in a professional and businesslike manner and communicates effectively with customers and associates.

• Interacts with the customer when responding to technical questions or requests for information.

• Supports the Team Lead and/or Supervisor with reporting and responsibility coverage.

• Trains other technicians.

• Maintains regular attendance.

• Other duties as assigned by management.

Education

• Must have a high school diploma or equivalent; College degree in a related field is preferred.

• Associates degree or at least 3 years of technical or related experience

Experience

• Proficient in the troubleshooting and repair of various manufacturers’ laptops, desktops, printers, and peripherals.

• Working knowledge and hands-on experience supporting handheld devices and/or mobile devices (iPads, iPhones, flip-phones, etc.).

• Knowledge of industry quality standards.

Certifications (Preferred)

• CompTIA A+

Qualifications / Skills Preferred

• Attention to Detail - Intermediate

• Printer Setup & Repair - Intermediate

• Customer Service - Intermediate

• Office 365 - Intermediate

• Problem Resolution - Intermediate

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong verbal and written communication skills.

• Ability to explain product material to a variety of audiences at all levels of the business.

• Ability to work independently and as a member of a team.

• Effective interpersonal skills.

• Attention to detail, excellent organizational skills, and must possess solid customer service skills.

• Maintain a professional dress code and general appearance.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role’s essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Must be able to lift and carry at least 75 lbs.

• Must be able to stand for long periods of time.

• Must be able to walk for long distances.

• Must be able to sit at a computer for long periods of time.

• Must be able to work in a fast-paced environment.

• Manual dexterity to use keyboard to input information.

Equipment Used:

• Computer

• Phone

Conditions of Employment:

• Must pass background check.

• Must pass pre-employment drug test.

• Must maintain required certification levels.

• Must maintain valid driver’s license.

• Must have reliable vehicle and maintain proper insurance while employed.

Behaviors Preferred

• Team Player: Works well as a member of a group

• Dedicated: Devoted to a task or purpose with loyalty or integrity

• Detail Oriented: Capable of carrying out a given task with all the necessary details to get the task done well

Motivations Preferred

• Self-Starter: Inspired to perform without outside help