J O B D E S C R I P T I O N
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Deskside Support Technician
Job Title: Deskside Support Technician Department: TBD
Business Card
Title: Deskside Support Technician Department/
Sub. Dept.
Reports to: Regional Service Manager Location: Onsite (Client Location)
FLSA Status: Non-exempt Date: November 2021
Job Summary:
The Deskside Support Technician will provide comprehensive technical support for the client s campus
based personnel.
With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems,
properly documenting all actions taken and communicating effectively with the user community throughout
life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by
applying trouble-shooting and problem solving skills. Installs and configures company standard applications.
Supports key service-level goals including response time andend-user satisfaction.
Principal Responsibilities:
Provide comprehensive technical support services to the Client s onsite personnel, customers and
service providers.
Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software
upgrades) including data migration
Replicate and resolve customer incidents in the software & hardware environment.
Maintain incident management system with up to date information on ticket progress
Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with
the agreed SLA s.
Follow established Asset Management processes
Provide setup and support services for conference rooms.
Provisioning and deployment of internal VoIP telephones
Communication with several IT Infrastructure support groups to appropriately escalate incidents
and follow up on incidents to drive resolution for the customer. Documenting customer
interactions within the ticketsto be inclusive of accuracy, thoroughness and timeliness.
Effectively communicate with Deskside Management Team in regards to asset management,
break/fix or Service Desk related processes (build a proactive environment)
Contribute current technical information and best practices concerning proprietary applications
using the various knowledge distribution channels.
Carries out responsibilities in accordance with the organization s policies, procedures, and state,
federal and local laws
Ensures compliance with all company policies and procedures, including safety rules and
regulations
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Assess reported issues and as necessary work directly with Client s service providers for escalation
and timely issue resolution.
Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
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Deskside Support Technician
Organize and utilize all support resources provided including emails, documentation, contact lists,
etc.
Mentor other Deskside Support Technicians as required.
Job Requirements
Skills
Problem solving skills, organizational skills, and the ability to exercise sound judgment in
any customer service scenario
Excellent communication and customer service skills. Dedication to customer service.
Excellent teamwork skills
Excellent desktop support technical skills
Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating
Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
Ability to perform root cause analysis and determine appropriate course of action based on
result
Language