Deskside Support Technician

Deskside Support Technician

Waukegan,United States

Contract

Skills

Desktop Support

The Deskside Support Technician will provide comprehensive technical support services to the client’s
campus-based personnel. All Deskside Support Technicians are subject to shift changes and travel
between sites as required.
Clinet is looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals.

The technician’s professional will configure, PC/Mac systems, their peripherals, and mobile devices.

Under general 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 and end-user satisfaction.

Principal Responsibilities: (Essential Function):

·       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.

·       Provide direct technical support to client’s on-site personnel

·       Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software
upgrades) including data migration

·        Resolve reported incidents in the software & hardware environment

·       Maintain incident management system with up-to-date information on ticket progress

·       Complete assigned tickets in timely manner within the Client SLAs

·       Update asset tracking inventory in accordance with work instructions

·       Provisioning and setup of phone for either landline or VOIP

·       Monitor/Resolve tickets that have been dispatched by the Service Desk for further action

·       Provide IT orientations for newly hired personnel

·       Provide support services for client’s conference and training rooms

·       Perform customer support related tasks and special projects as assigned by management

·       Liaise as necessary interdepartmentally to seek resolutions to all reported issues

·       Travel between local offices in order to provide support for meeting and/or trainings

Skills

Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, Powerbook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals

Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell

·       Problem solving skills, organizational skills, and the ability to exercise sound judgment in any
customer service scenario

·        Excellent communication and customer service skills. Excellent teamwork skills

·       Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft
Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools

·        Ability to perform root cause analysis and determine appropriate course of action based on result
Competencies

·       Accountability: We all strive to be business owners, take appropriate action, controlling our work
and making decisions. We treat the company’s assets as our own, always with our long term
success in mind. We accept personal responsibility to set clear expectations, meet business
objectives, improve our organizational effectiveness and communicate our actions.

·       Adaptability: The Company has shown continuous growth, and through this we adapt to new
changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and
accept feedback positively.

·       Collaboration: We respect our colleagues and treat everyone as we want to be treated. We have
confidence in each other’s capabilities and intentions. We believe that people work best when
there is a foundation of trust. We work toward a win/win solution as a team – across department
lines – doing what is right for all stakeholders.

·       Communication: We are courteous to our internal and external contacts. We clearly convey key
messages, recognizing when miscommunication has occurred and acting to correct it.