Deskside Support Technician

Title - Deskside Support Technician

Location Details: Greensboro, NC (100% Onsite)

Shift Timing: 8:00am to 5:00 pm

Job Description:

Daily Tasks:

• The Deskside Support Technician plays a crucial role in ensuring the smooth operation of an organization's IT infrastructure by providing technical assistance and support to end-users at their physical workstations.
• This role involves addressing a wide range of technical issues, troubleshooting hardware and software problems, and assisting users with technology-related queries to maintain productivity and minimize downtime.
• Responsibilities:
• Technical Support: * Provide hands-on technical assistance to end-users for hardware, software, and network-related issues. * Diagnose and troubleshoot problems related to desktops, laptops, peripherals, and mobile devices. * Install, configure, and maintain operating systems, applications, and software updates.
• Hardware Maintenance: * Set up and deploy new computers, laptops, and other hardware devices. * Perform hardware repairs and upgrades, including memory, hard drives, and other components. * Collaborate with procurement to order replacement parts and equipment as needed.
• Software Support: * Assist users in installing, configuring, and updating software applications. * Troubleshoot software errors, compatibility issues, and system crashes. * Provide guidance on software usage and best practices.
• Audio Video Support: * Provide basic AV and conference room setup service, troubleshooting and meeting support during business hours and as requested * Conduct quarterly room checks of conference rooms. Escalate issues accordingly.
• . Remote Support: * Utilize remote access tools to provide technical support to users who are off-site or working remotely. * Resolve software-related problems and assist with remote setup and configuration.
• Problem Resolution and Escalation: * Log all technical issues and resolutions accurately in the ticketing system. * Escalate complex issues to senior IT staff or specialized teams as needed. * Follow up with users to verify successful resolution and gather feedback.
• Hardware Inventory and Asset Management: * Maintain accurate records of hardware and software inventory. * Track the allocation, movement, and disposal of IT assets.

Working Conditions: 100% on site. This role may involve working during regular business hours and occasionally providing after-hours support in case of emergencies or critical issues.

Position Success Criteria (Desired) - 'WANTS'

• High school diploma or equivalent; technical certifications or a degree in IT-related fields are a plus.
• Proven experience in providing deskside support, technical assistance, and troubleshooting. * Proficiency in operating systems (Windows, and productivity software like Microsoft Office 365).
• Familiarity with networking concepts, hardware components, and peripheral devices.
• Strong problem-solving skills and the ability to communicate technical information to non-technical users.
• Customer-oriented attitude with excellent interpersonal and communication skills.
• Time management skills to prioritize and manage multiple tasks effectively.
• Knowledge of IT security best practices and data protection.