Deskside Support Technician

Job Title: Deskside Support Technician

Location: Plano, TX

Employment Type: Long Term Contract

*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.

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

Requirements

• 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.

Job Type: Full-time

Pay: $20.81 - $23.00 per hour

Schedule:

• 8 hour shift

Application Question(s):

• Hourly rate?
• Email?

Education:

• Bachelor's (Required)

Experience:

• End user computing: 3 years (Required)
• Microsoft Office 365: 3 years (Required)
• Deskside Support Technician: 3 years (Required)

Work Location: In person

Salary : $21 - $23