Desk Side Support Technician

Desk Side Support Technician

JOB SUMMARY

Desktop support technicians are primarily responsible for fixing and maintaining the desktop computing environment in the organization. They take ownership and resolve issues escalated from the Service Desk, resolving client PC issues in person via desk side visits or through remote assistance.

ESSENTIAL FUNCTIONS

Provide PC hardware and software support. Also includes support for printers, faxes, phones, mobile devices, projectors and conference AV equipment. Mobile computing support for wireless devices, smartphones, tablets, and remote laptop connectivity. Perform new system setup, reinstall, and reimaging of computers, as well as assisting in the relocation or reconfiguration of PC hardware (referred to as Install/Move/Add/Change/Delete activity or IMACD). Diagnose PC hardware issues and maintain a spare inventory for hardware swap. Replace field serviceable parts and/or manage warranty hardware repair process. Ensure proper disposition of PC upon transfer or end-of-life including storage and quarantine of user data, secure wiping of end-user systems following prescribed disposal procedures (IMACD) Assist with asset management including tracking, procurement, and retrieval of hardware upon employment termination. Follow proper incident procedures. Document problems and related fixes in the Incident Problem Management System. Adhere to proper escalation procedures. Assist with special projects as needed. Assist other Resolver Groups as necessary.

KEY COMPETENCIES

Customer Focus –Stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer. Communication - Keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about CDI to internal and external audiences. Delivers clear and effective verbal and written messages. Adaptability - Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change. Ethics / Acts with Integrity - Demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments. Soun #J-18808-Ljbffr Coforge