IT Deskside Support Technician II

Overview:

Job Title: IT Deskside Support Technician II

Work Location: Malvern/Berwyn area of Philadelphia

Job Type: 6-9 Months CTH

Summary

The role of IT Deskside Support Technician II, is a liaison between IT and all users of computing devices within the enterprise. The ideal candidate will have broad knowledge and experience in supporting and deploying various end user technologies, either via telephone (remote) or on-site (desk side), and have exceptional written and verbal communication skills. The IT Deskside Support Technician II is responsible for understanding the policies and processes for handling normal end user support calls, general configurations and settings of company issued computing devices and capable of troubleshooting and resolving issues to restore the devices into full functioning capacity for authorized users. The role interacts directly with users in all positions within the company from individual contributors to executive leaders either via phone or in person.

Essential Functions

• Provides telephone and on-site support during normal operating hours. Support users either on the phone or at desk side visit, troubleshooting problems via remote control (SMS/Remote Assistance), searching team resources for approved solutions, timely documentation of all tickets with follow through to closure, writing end-user communications, as well as developing/delivering end-user training.
• Escalate issues as needed to other support teams.
• Provisions, installs, and troubleshoots end user technologies including PCs, telephones, teleconference, mobile devices, file shares, SharePoint sites and other technology.
• Provides technical support to business area management and staffs for personal computer systems software, hardware and network connectivity; including Microsoft product solutions, active directory, mobile devices, etc.
• Participates in an on-call rotation.
• Provisions users in Active Directory and other applications.
• Images workstatons and provides back-up support to the hardware configuration center with standard image load and software installations.
• Participate in staff meetings and team meetings as required.
• Develop understanding of general industry usage of supported technologies.
• Develop basic understanding of business processes and business dependencies on supported technologies.
• Develop relationships within IT and with supported customers to improve collaboration and teamwork necessary to accomplish organizational objectives.
• Participate in a development planning process where employee career goals are defined & understood and development activities are incorporated into the employee objectives.
• Other duties as assigned with or without accommodation.
• Support of C-Level exec and executive and staff.

Minimum Requirements

Education / Experience / Skills:

• Minimum requirement is an Associate degree in Information Technology or related business field or equivalent relevant experience. Three years Information Systems experience is required.
• The preferred education and experience is a Bachelor degree in IT field (computer science, information systems, etc.) with a minimum of five years of experience in a Help Desk or Desk-side Support role.
• Technical Proficiency - Extensive working experience with required technologies and can handle advanced & complex tasks. Viewed as a "go to" person for hardware and operating system issues.
• Analytical Abilities - Advanced problem-solving skills including working collaboratively with peer technical teams to analyze & resolve hardware and software issues on all platforms supported by desk-side.
• Business Knowledge - Strong understanding of how supported technologies are used in the business operation, consistently uses this knowledge effectively in daily support and handling unusual/critical issues. Participates on deployment planning efforts; collaborates with other IS teams and business groups for projects/deployments and/or troubleshooting efforts. Act as a primary point of contact for business critical functions.
• Communication skills - Strong verbal & written communication skills. Communications are complete & understandable to target audience; Demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy.
• Independence - Often works independently with only general direction; appropriately keeps management informed of relevant issues.
• Administration - Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities.

Skills:

Deskside,support,technician