Deskside Support Engineer

Indianapolis, IN (onsite)

Pay: $25/hour W2

The Deskside Support Engineer performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, 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:

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level 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.
• Coordinates across multiple departments/vendors to provide support.
• Represents client 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.

Required Education, Knowledge, and Experience:

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• At least 5 years of technical or related experience is preferred. Relevant education may substitute technical 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.
• Working knowledge and understanding of client’s hardware platforms.
• Working knowledge and understanding of client’s software and user base.
• Working knowledge and understanding of AD and SCCM (or similar software).
• Proficient with various versions of Microsoft operating systems.
• Proficient with various versions of Microsoft Office Suites.
• Knowledge of industry quality standards.
• Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
• Client-required certifications, if needed.