Deskside Support Technician, Sr.

The Deskside Support Technician, Senior is a member of an onsite technical team who provides Tier 2 and Tier 3 IT Support and is the main point of contact for the Senior Leadership Team. This is predominantly a hands-on, customer facing role supporting both internal and external customers with a high level of autonomy. Excellent responsiveness, prioritization, communication, record keeping, and customer service skills are essential for this position.

• Provide excellent IT support to Senior Leaders by fulfilling requests, troubleshooting, and resolving intermediate and advanced issues both remotely and onsite with a positive customer service focused attitude.
• Analyze and diagnose problems, link them to underlying issues and symptoms to determine a solution; Possess the ability to identify what issues should be escalated and what can be resolved personally.
• Troubleshoot a variety of issues autonomously including but not limited to hardware, printing, imaging and software issues.
• Perform escalations when necessary to vendors or internal departments and works with the other parties to resolve issues to the satisfaction of the customer.
• Write technical documentation to communicate "How To" instructions.
• Coordinate hardware procurement for customers through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warranty.
• Maintain current and accurate hardware inventory lists for IT equipment; provide recommendations to Managers if issues
• Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas.
• Coordinate with Manager of Deskside Support and Regional IT Managers in performing maintenance and updates to local network and server infrastructure.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Participate with special projects as assigned.
• Train and cross-train team members as assigned.
• Exhibit and practice courteous, ethical and professional behavior while interacting with both internal and external customers.
• Be accountable and responsible for the accuracy and completeness of assigned work and results.
• Act in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial results.
• Comply with all laws, regulations and company policies.
• Perform duties outside normal business office hours on an "as needed" basis.
• Travel when required.

• Associates degree or equivalent work experience in lieu of degree

• 5 years of customer facing deskside support experience

• Great troubleshooting skills
• Proven ability to act calmly and competently in high-pressure, high-stress situations
• Excellent verbal and written communication skills
• High level of initiative and motivation
• Ability to overcome obstacles and handle requests in a timely manner
• Ability to work independently and with a team
• Displayed ability to work in a dynamic and fast paced environment
• Excellent technical knowledge of PCs and desktop hardware.
• Working technical knowledge of network protocols, operating systems, and standards.
• Window Desktop Operating Systems
• Microsoft Office Suite.
• Ability to operate tools, components, and peripheral accessories.
• Basic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and concepts.

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.