DeskSide Support Technician

1.Job Description – DSS

• Provides quality customer service surrounding Company values and policies;
• Greets and serves customers with the highest degree of courtesy and professionalism;
• Serves as an escalation point for IT Specialist I and II technicians; responds to end-user issues via telephone or escalated helpdesk tickets;
• Installs, configures, and tests desktop/server hardware and software; partners with other departments to implement new programs or provide technical assistance;
• Coordinates with corporate IT resources to understand and minimize the impact of potential widespread issues;
• Supports and maintains IT managed network infrastructure in coordination with the enterprise network team. Including but not limited to systems management, upgrade, patching, and troubleshooting;
• Supports and maintains IT managed server infrastructure in coordination with the enterprise systems team. Including but not limited to systems management, upgrade, patching, and troubleshooting; and performs other duties as assigned.

2. Responsibilities for Desktop Team

• Complete detailed reports listing requests to technical assistance steps taken to resolve them, and the specific dates/individuals involved
• Act as the initial point of contact for all computer and system-related concerns from clients or other employees
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware
• Maintain a working log detailed all required system updates, as well as the date of completion
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
• Resolve technical issues related to network interruptions
• Install and configure computer systems and applications within the company

Qualifications for Desktop Support Specialist

• Industry-specific certification in relevant computer languages or software may be required
• 1-3 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs
• Accept constructive criticism and customer feedback regarding their experience with software or IT services
• Extensive experience working with different operating systems, including Windows and Mac OS
• Ability to prioritize and manage several milestones and projects efficiently

• Professional written and interpersonal skills are essential when communicating with customers and clients
• Experience installing and configuring computer systems and applications for a large company

Job Type: Full-time

Salary: $42,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Remotely:

• Temporarily due to COVID-19