Desktop Support Technician

Job Summary: The Deskside Tech is a Mid-level position that performs tasks related to the repair of a variety of technology-based products typically associated with an end-user computing environment. Must have at least 5 years of experience in desktop technology and good knowledge of Active Directory. Required Skills: Includes, but is not limited to, software and hardware support via deskside support or remote support. The candidate will troubleshoot and repair software and hardware issues reported by end users. Experience with Active Directory, including user deletion and password resets. Experience with SCCM to reimage, update, and install software packages or push out Windows or Security updates. Experience working in-house in a corporate or manufacturing plant environment. Experience with the ServiceNow ticketing tool. Responsibilities:

• Work as a Level 2 desktop support. Work on tickets escalated from Level 1
• Provide in-person assistance to the end users
• Provide remote assistance when needed
• Hardware and software troubleshooting and repair
• Hands and feet support for troubleshooting data room devices with instructions and guidance from other towers
• Responsible for hardware and software upgrades and troubleshooting
• Troubleshoot Software and Hardware Issues with Remote users
• We are diagnosing and repairing Windows desktops and laptops
• We are deploying and configuring new PC equipment, including data transfers
• Break Fix - Component-level PC peripherals repair and Concierge-type customer service
• Maintain accurate data on Customer PC inventory, Replacements, and Repairs
• Triage all problems to determine cause and resolution
• Diagnose and repair PC-level hardware issues. Call the OEM to have warranty devices repaired or replaced
• Proactively update all service calls and keep end-users updated
• Provide services promptly to meet customer Service Level Agreements