Deskside Support Specialist

Duties include (but not limited too)

· Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops

· Troubleshooting and resolving software issues; reimaging computers/hard drives

· IMACD functions including installation and decommission for isolated one-off tasks

· Backing up and restoring settings and associated systems administration activities

· Taking ownership of issues assigned to the team’s queue through to resolution

· Categorize and prioritize end user support Requests and Incidents by utilizing

ServiceNow ticketing systems to track tickets and provide up-to-date status and Information

· Responsible for the move equipment at the in-scope sites that have an associated ticket raised against it

· Performing asset inventory activities as needed (providing there is an associated ticket raised per activity, or an agreement has been made to perform the function as part of a dedicated project)

· Recommends and I or performs upgrades on systems to ensure longevity

· Interface with multiple levels of end users, management, VIPs and local technical staff.

Roles and Responsibilities of Tech.

• Typical Desk Side Support (DSS) tasks as identified

• Direct Face-to-Face customer support.

• Performs analysis and support of functional or corporate deployed Service(s) using

fundamental problem solving techniques and root cause analysis concepts.

• Use outstanding diagnostic and deductive reasoning techniques to resolve productivity

issues.

• Provides End-User support across all End-User services.

• Applies technical knowledge to support end users for corporate issued desktop, laptop,

and mobile devices as well as telecom services, email services, and all Digital Worker provided services.

• Overall, provides a world class employee support experience with an exceptional emphasis

on quality resolutions and customer support.

• Resolves technical support issues of moderate to a high level of complexity within the

established technical area of client computing and end user services.

• Partners, as required, with members of a given team or other IT teams as appropriate to

ensure problem resolution is obtained and, if necessary, root cause is identified.

• Identifies potential escalations and proactively alerts management as needed.

• Provides ideas and solutions to prevent problems and support incidents from reoccurring

that impact the areas of client computing support and overall employee productivity.

• Reviews, implements, and verifies changes/solutions of medium and high complexity and

assess risk.

• Ensures configuration and inventory management database entries are complete and

accurate. Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.

• Help improve end user’s productivity by completing triage, offering advice, teaching and

developing solutions to common challenges with office products and capabilities.

• Develop and maintain, accurate support documentation

• Perform SCRP process and ACR/ICR updates

• A work rotation is established that ensures that coverage is provided for the full opening

hours of the lounge (7am through 7pm and weekends as required)

Job Type: Full-time

Pay: $35.00 - $38.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $35 - $38