Deskside Support Technician
📋 Role Overview & Responsibilities
Position SummaryDrive high level of customer service and satisfactionManage incident and service request queues to ensure SLA’s are metProvide resolution on software and hardware incidentsWork with offshore capabilities to deliver efficient and effective customer serviceReview and take part in problem management activitiesFulfill service requests for varied IT equipmentDrive compliance to internal and external processes and standardsInitiate service improvements to the overall serviceMaintain knowledge repository documentationTake part in change management activities as requiredFlexibility to work in shifts during business hours Roles and Responsibility§ Install, upgrade, support, and troubleshoot Windows and Mac authorized desktop applications, hardware, and peripheral equipment.§ 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, such as scanners and local and network printers.§ Install standard SOE Image on desktops and laptops.§ Configure and troubleshoot Smart phones.§ Provide assistance to remote server team on Server OS and server hardware.§ Server hardware racking and stacking (optional)§ Basic troubleshooting of data network/telephony devices/projectors/meeting room facilitation.§ Basic troubleshooting of LAN/WAN/backup-restore/printers.§ Provide technical assistance and training to end users on computer operating systems and standard applications.§ Instruct and assist end users in the use of computer equipment, software, and accessories.§ Ability to evaluate and test new technology for feasibility and implementation within IT environment.§ Document all support activity within the IT incident and request management tracking tool. § Coordinate efforts with 3rd party vendors to repair faulty hardware.§ Customer escalation handling.§ Physical move of asset between IT stock location.§ Provide remote support for users across United States (home based users). Key SkillsStrong 2nd line technical skills.Strong written and verbal communication skills.Process documentation.ITIL process knowledge.Customer service. Essential Technical SkillsStrong experience in Mac OS and hardware troubleshootingWindows 7/10 Operating SystemStrong experience in desktop/laptop hardware (Lenovo/ HP/Dell) troubleshootingSCCM (use of for deployment of Operating Systems and Applications)Intune (use of for deployment of Operating Systems and Applications)Bitlocker encryptionExperience with network devices, network protocols, DNS, VPN, and load balancingSoftware and application TroubleshootingITSM tools - ServiceNow
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This position is located in Lincolnshire, IL with potential relocation and sponsorship assistance depending on candidate qualifications.
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