IT Helpdesk Support

The Role

Job Description

we are seeking a self-driven, motivated, technical but customer savvy professional to join our Desks side team.

As a Desk Side Support Technician there will be opportunities to work with hardware and software to assist the business while ensuring optimum functionality. There will be work with the local and global teams on various assignments and projects. This role allows for a high level of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills.

The Desk Side Support Technician role is fast-paced. Technicians to ensure end users can accomplish business tasks by receiving, prioritizing, documenting, and actively resolving end user help request and incident issue tickets. DSS technicians must have a comprehensive understanding of computer hardware and software. In addition, they must possess excellent communication skills in order to assist computer users.

Performance Objectives

The Successful Candidate Will Have The Opportunity To

Follow standard DSS procedures.
Provide courteous customer support to users through phone, walk in, and ticket requests.
Log all interactions, track and route issues and requests and document resolutions.
Monitor all open tickets to ensure prompt closure and resolution.
Identify and escalate situations requiring urgent attention.
Escalate tier 2 and 3 issues to the appropriate team(s).
Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
Research inquiries using available information resources.
Advise users on appropriate action.
Gather metrics on daily/weekly/monthly requests and work.
Replace systems (laptop, desktop, and mobile).
Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.
Deploy and maintain smartphone fleet.
Maintain loaner devices.
Assist off site contractors with hardware maintenance.
Travel between sites to provide support as needed. (locally and within the US).
Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.

Ideal Profile

You possess a Degree/Diploma in Computer Science, Engineering or related field.
You have at least 4 years experience, ideally within a Engineering or Helpdesk / Technical Support role.
You have excellent communication and interpersonal skills.
You have working knowledge of ITSM and hardware
You are a strong networker & relationship builder
You are a strong mentor and coach who builds high performing teams
You are highly goal driven and work well in fast paced environments
You are willing to undertake more than 60% travel.

Requirements

Qualifications - External

Minimum Bachelor Degree; with a technical major, such as engineering or computer science OR 5+years of experience in Help Desk or Desk Side Support positions with a high school diploma.
Experience with Cleanroom protocols and procedure (preferred)
Should have basic understanding of ITSM

Technical Skills

Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.

Soft Skills (Competencies)

Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
Ability to understand and speak the language of business. Self-management skills.

Communication

Very good communication and customer related skills.
Effectively interacts with both business and technical audiences at multiple levels, including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology, architecture, processes and practices.

What's on Offer?

A role that offers a breadth of learning opportunities
Opportunity to make a positive impact
Work in a company with a solid track record of performance