Deskside Support Technician

Deskside Technician Job Duties:

* Troubleshoot and resolve hardware and software problems on desktops, laptops and other various computing equipment and devices related to Windows 10, macOS and Office 365 and Polycom videoconferencing systems.
* Diagnose hardware issues, order parts, and replace faulty components.
* Answering user questions directly related to Windows 10, macOS, Office 365, and other supported applications.
* Use SCCM to push and install approved corporate applications.
* Troubleshoot and resolve issues related to software and hardware compatibility.
* Face to face and hands on troubleshooting are required.
* Resolve wide range of software issues remotely using remote tools such as Beyond Trust, SCCM Remote, and MS Teams.
* Follow detailed technical instructions to ensure adherence to corporate quality standards.
* Document all issues using ITSM ticketing system.
* Escalate unresolved calls to the next level support team using ITSM ticketing system.
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
* Maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Publishing support documentation to assist staff with requests for information & provide staff training if required.
* Use Active Directory for managing users, groups, and computers.
* Reimage laptops and desktops as needed following company policy.
* Installation of network MFD printers.
* Assist Infrastructure, Network, Lab, and Application teams as needed to resolve issues. *Smart Hands
* Identify cabling types. (fiber, ethernet, power, etc.)
* Familiarity with different kinds of equipment. (Routers, switches, servers, consoles, UPS, PDU"s, etc.)
* Remove and install hot plug components (like HDDs or switch cards)
* Perform a power cycle on an IT equipment (Router, switch, server, etc.)
* Take inventory of equipment, take digital photos, and record serial numbers.
* Complete and maintain patching in end-user's stacks.
* Comfortable with laboratory environments and troubleshooting a variety of laboratory equipment.
* Follow SOP's and signoff on actions per documented procedures.


Requirements:
* Associates degree preferred or combination of equivalent experience.
* Minimum 5 years of experience providing end user support in an enterprise environment.
* Strong working knowledge of Windows 10, macOS and Office 365.
* Working knowledge of network and PC operating systems.
* Working knowledge of TCP/IP.
* Hardware & Software troubleshooting experience required.
* Prior experience on enterprise systems with 500 or more.
* The following certification or comparable valid ones: MCSA or MCSE.
* Experience in controlled environments, like pharmaceutical or labs is a plus