Deskside Support Technician – Draper, UT

Allied Digital Services

*Position Title:

Deskside Services Technician – End User Computing

*JOB DESCRIPTION

The candidate will be responsible for ensuring appropriate technical support to end users, participate in managing corporate IT assets and perform various related tasks to deployment, installation, repair and configuration of software and equipment for corporate laptops/desktops and mobile devices.

Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfaction as determined by this position's ADSL managers and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description or a different protocol/guideline or expectation by an ADSL client, the incumbent will immediately notify this position’s immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible and aligned. The incumbent in this position understands that the "at will" employment relationship which ADSL has with all its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all of its employees.

Qualifications:

• Excellent customer service; enabling all the customers to feel like their issues are in the best hands
• Able to handle a variety of crisis or pressured situations
• Exceptional communication & organizational skills
• Excellent problem solving skills
• Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach
• Highly reliable, self-starter, with a positive attitude
• Ability to prioritize requests for assistance both immediate and long term tasks
• Highly presentable and understands the importance of perception

Details of function:

• Provide Walk-in support to end users from the Tech-Bar/Kiosk station located at the client site.

• Provide Break-fix and IMAC support for all Incidents and Problems associated with EUC Equipment like Desktops, Laptops & Mobile devices reported at the Tech-Bar/Kiosk

• Provide an EUC hardware replacement/device swap based on the stock availability

• Repair the non-warranty end user hardware device on best effort basis

• Coordinate with 3rd Party/OEM for in-warranty device repairs

• Document all the issues/requests handled at the desk by following the client’s Incident management/Request management process

• Educate the end users to use self-service for simple issues like password reset and common recurring issues on EUC devices

• Inform client whenever the Loaner devices/Spares need to be re-stocked at the Tech-Bar/Kiosk

• Asset inventory updating asset records followed by IMAC ticket

• Device Staging

• Data Center Smart Hands and feet support for respective locations during business hours

• Provide VIP support

• Provide Smart hands & feet support for AV/VC devices at the client site

• Office device peripheral support Printers, VC rooms, VOIP phones and Data Center Hands and feet

Additional duties may be required based on business needs.

The aforementioned duties may also be changed based on business needs.

Requirements

Required Skills

• 3 years’ experience working in support of end-user computing services

• Advanced understanding of client computing in the enterprise
• Experience supporting Microsoft Office 365 and productivity software, iPhones/iPad, Dell/HP hardware
• PC/Laptop imaging, provisioning/deprovisioning, and patching
• Experience working within a service desk ticketing system

Technical Competencies
Microsoft Windows Operating Systems, Microsoft Office 365, Dell laptops, ITAM (SCCM/Landesk), computer imaging, Antivirus, Active Directory, Wired/Wireless Networking, Shoretel VOIP, Microsoft SharePoint, Smartphones & Tablets, ServiceNow

EDUCATION
Degree in computer science or similar discipline or commensurate experience and /or technical certifications.

Physical, Mental, Environmental Requirements

Legend: "F" for frequently; "O" for occasionally; "N" for not at all.

PHYSICAL

On the job the employee must:

MENTAL

On the job the employee must be able to:

ENVIRONMENTAL

On the job the employee:

F

Bend

F

Read / comprehend

O

Is exposed to excessive noise

O

Squat

F

Write

O

Is around moving machinery

N

Crawl

F

Perform calculations

O

Is exposed to marked changes in temperature or humidity

N

Climb

F

Communicate orally

Is exposed to…

O

Kneel

F

Reason & analyze

O

...dust

F

Sit

N

…fumes

F

Stand

N

…gas

F

Walk

N

…radiation

F

Push/Pull

N

…microwave

F

Handle objects (manual dexterity)

N

Drives motorized equipment

F

Reach above shoulder level

O

Works in confined quarters

F

Use fine finger movement

Other:

Other:

Other:

Must carry load of:

F

Light (up to 25 lbs.)

F

Moderate (25-50 lbs.)

O

Heavy (over 50 lbs.)

Additional Requirement of the Position:

Dependent upon the customer, this position may require frequent traveling from one location to another with a personal vehicle.

Maintain a high standard of business and ethical conduct with end-user, clients, customers and employees.

Perform related other duties as assigned by management.

Follow workplace operating and environmental, health and safety procedures and guidelines.

Please sign and date this job description and return a copy to HRAdmin@allieddigital.net along with signed offer letter

EMPLOYEE NAME: DATE:

SIGNATURE:

IMMEDIATE MANAGER:

Sonya Butler

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: On the road

Salary : $21 - $23