Deskside Support Technician I & II

The Deskside Support Technician I / II deploys hardware and software for IT such as desktops, laptops, tablets, and printers. These positions are involved in the installation and rollout of new software packages, upgrades, and new desktop hardware. Physically goes to user’s location (deskside) to address needs as required. The Deskside Support positions provide exceptional customer service and can explain and document technical issues in a clear way to users., PRINCIPLE FUNCTIONS includes the following, other duties may be assigned:

• Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software following documented processes and procedures.
• Perform break-fix support for a wide range of hardware and software.
• Address user tickets regarding hardware, software, and networking.
• Maintains desktop software and hardware; supports mobile workforce.
• Provides Tier 2 support to Help Desk staff for basic software and hardware of end-user computing and desktop-based LAN systems.
• Troubleshoots problems using scripts and checklists as guides.
• Documents problems and resolutions.
• Participates in the testing and evaluation of new desktop packages and implements prototypes.
• Direct unresolved issues to the next level of support personnel.
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.
• Help create technical documentation and manuals.
• May perform basic end-user training.

Deskside Support Tech I: Associates in IT related field required or one year equivalent work experience.

Deskside Support Tech II: Associates in IT related field OR approved Certification as identified in Certification section required. Bachelors in IT related field and Certification preferred., * Minimum of one (1) year experience in information systems required, two (2) years preferred.

• Demonstrable technical knowledge of workstations and laptops and windows OS.
• 1-2 years’ experience troubleshooting and problem-solving core business systems, applications, hardware and software, printers, and networks.
• 1 year experience imaging PCs.
• 1 year experience working with incident management tools and software packages.
• 1 year supporting MS Office Suite or other common productivity applications.
• 1-2 years’ experience using analytical skills to understand the technical implications of business decisions and requests.
• 1-2 years’ experience delivering excellent customer service including well-developed interpersonal skills, including diplomacy, tact, and discretion.
• Must possess an engaging communication style that includes a friendly and helpful tone both verbally and in email.
• Verbal communication that is polished and professional and able to communicate clearly over the phone when needed.
• Written communication that is clear and concise, and includes proper grammar, spelling, and punctuation.
• Must demonstrate active listening skills that can collect accurate and detailed information.
• Ability to defuse tense situations and focus on the issues, not reactions.
• Ability to translate technical language into user-friendly information.
• Team player with a strong work ethic, standards, initiative, attention to detail, and a quality orientation.
• Adept at working in a fast-paced, changing environment while serving the needs of multiple stakeholders.

• Capability to learn and support new applications., * Minimum of (3) years’ experience executing the duties of a Deskside Support Technician I or a role requiring a higher level of technical expertise. + o A 4-year IT related degree may substitute for up to two years of experience.

• 1 year experience providing senior level technical expertise to the Service Desk and serving as an escalation point for software and hardware trouble tickets.
• 1 year expertise providing system and/or product administration for an enterprise product; ex: ManageEngine.
• 1 year experience initiating, leading, communicating, and executing technology projects including planning, procurement, configuration, and deployment.
• 1 year experience identifying technology specifications required to meet user and department needs and ensure acquired hardware and software solutions meet these specs.
• 1 year experience managing the hardware and/or software vendor and organizational procurement process.
• 1 year experience providing end user training for varied applications. Examples may include multi-factor authentication, MS Office, print driver, etc.

A Deskside Support Technician I is eligible to move to a Deskside Support Technician II after the completion of twelve (12) consecutive months as a Deskside Support Technician I and have obtained an applicable IT certification with the proven ability to perform all essential functions and competencies of the position with no recent performance improvement documentation on file.

Certificates, Licenses, Registrations

Comp TIA A+ or Microsoft Certified Professional, CCNA, Comp TIA A+