Desktop Support Technician (Onsite)

Job Description

Job Summary

The Deskside Support Technician will provide comprehensive technical support services to the client’s campus-based customers. All Deskside Support Technicians are subject to shift changes and travel between sites as required.

Some of the below listed responsibilities may not be assigned or applicable to all Deskside Support Technicians within a given operational team or at a specific client site. See Operations Leader/Management for clarification on any responsibilities outligned below.

Principal Responsibilities: (Essential Function)

Carry out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws

Ensure compliance with all company policies and procedures, including safety rules and regulations

Provide comprehensive technical support services to the Client’s internal customers and service providers.

Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.

Assess reported issues and as necessary work directly with Client’s service providers for escalation and timely issue resolution.

Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes.

Provide setup and support services for conference rooms.

Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations

Report any potential problem cases to the Level II technician and/or Deskside Supervisor. (Build a “proactive” environment)

Perform IMAC-related tasks as assigned.

Effectively consult with the Level II technician on any cases where high-level technical support is needed.

Replicate and resolve customer incidents in the software & hardware environment.

Escalate issues to the Level II technician where Client Home Office personnel are required for resolution.

Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.

Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.

Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.

Perform customer support related tasks and special projects as assigned by management.

Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Responsible for maintenance of IT Lab areas and storage rooms.

Places orders and takes delivery of inventory as directed.

Job Requirements

Education/Experience

BA or Vocational school degree preferred or equivalent work experience

A+ Certification a plus (Certain Clients may require A+ Certification upon hire or within a specific time frame from date of hire)

Microsoft Certified Professional certification a plus

Network + certification a plus

Mac/Apple device knowledge and proficiency a plus

Minimum of 12-18 months of previous call center, computer support, or customer service experience preferred

Skills

· Excellent verbal and written communication skills

· Excellent teamwork skills

· Dedication to customer service

· Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications

· Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

· Proficiency with LAN/WAN troubleshooting

· Ability to perform root cause analysis and determine appropriate course of action based on result

· General knowledge of computer networking

· Self-motivated and ability to work on multiple tasks

Full-time