Deskside Support Technician
Job DescriptionJob Summary The Deskside Support Technician will provide comprehensive technical support services to the client's campus-based customers.
All Deskside Support Technicians are subject to shift changes and travel between sites as required.
Some of the below listed responsibilities may not be assigned or applicable to all Deskside Support Technicians within a given operational team or at a specific client site.
See Operations Leader/Management for clarification on any responsibilities outligned below.
Principal
Responsibilities:
(Essential Function) o Carry out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws o Ensure compliance with all company policies and procedures, including safety rules and regulations o Provide comprehensive technical support services to the Client's internal customers and service providers.
o Resolve on-line, call in and in-person requests from client associates for business support related to their business tools o Track and identify trends in business unit issues and provide recommendations for how to reduce number of issues o Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.
o Assess reported issues and as necessary work directly with Client's service providers for escalation and timely issue resolution.
o Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes.
o Provide setup and support services for conference rooms, including set up of audio visual equipment as necessary.
o Manage site access via IT badge creation and access management system.
o Provide white-glove service for VIP's for all incidents, service requests, etc.
o Schedule and deliver an IT onboarding briefing for the first day of hire, with follow up at end of remediate any issues.
o Provide end user training in applications or operating system fundamentals.
o Supports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.
o Investigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.
o Collect equipment from offboarding employees.
o Makes proactive recommendations for site-specific IT improvements.
o Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations o Report any potential problem cases to the Level II technician and/or Deskside Supervisor.
(Build a proactive environment) o Perform IMAC-related tasks as assigned.
o Effectively consult with the Level II technician on any cases where high-level technical support is needed.
o Replicate and resolve customer incidents in the software hardware environment.
o Escalate issues to the Level II technician where Client Home Office personnel are required for resolution.
o Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
o Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.
o Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
o Perform customer support related tasks and special projects as assigned by management.
o Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
o Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
o Responsible for maintenance of IT Lab areas and storage rooms.
o Places orders and takes delivery of inventory as directed.
o Ability to work effectively autonomousely and as a constructive part of a team o Excel-based reporting o Develop tracking report and track Service levels on a daily basis o Report on Service levels on a monthly basis o Report on monthly trends Job Requirements Education/Experience o BA or Vocational school degree preferred or equivalent work experience Job Requirements:
o A
Certification a plus (Certain Clients may require A
Certification upon hire or within a specific time frame from date of hire) o Microsoft Certified Professional certification a plus o Network
certification a plus o Apple device knowledge and proficiency a plus o Minimum of 12-18 months of previous call center, computer support, or customer service experience preferred Skills o Excellent verbal and written communication skills o Excellent teamwork skills o Dedication to customer service o Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications o Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario o Proficiency with LAN/WAN troubleshooting o Ability to perform root cause analysis and determine appropriate course of action based on result o General knowledge of computer networking o Self-motivated and ability to work on multiple tasks Competencies o Accountability:
Strives to take appropriate action in all aspects of work.
Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards.
This includes taking responsibility for our schedules, attendance and punctuality.
o Adaptability:
Adjusts to new conditions, work situations and responsibilities.
Welcomes the opportunity to learn new tasks and accepts feedback positively.
o Communication:
Clearly conveys key messages, written and verbally.
Recognizes when a miscommunication has occurred and acts to correct it.
Holds crucial conversations, when required, in a professional and productive manner.
o Productivity:
Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
o Quality:
Completes work that is attentive to detail and accurate.
Displays a commitment to excellence by continually looking for improvements.
o Teamwork:
Works together to achieve common goals.
Actively listens, cooperates and encourages open communication as well as the sharing of knowledge.
Remains openminded and willing to entertain others' ideas.
Regularly solicits constructive feedback, consensus, and asks well thought out and well prepared questions.
Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.
Working Relationships o Maintain inter-department relationships to resolve client issues o Effectively communicate with both internal and external clients o Develop communication and working relationship with Supervisor Physical Demands and Work Environment o The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
o While performing the duties of this job, the employee is frequently required to sit, talk and hear.
The associate is occasionally required to stand and walk.
Occasionally, the associate may need to lift and/or move up to 20 pounds.
The noise level in the work environment is usually moderate.
Recommended Skills Adaptability Asset Management Attention To Detail Bomgar Call Centers Citrix Systems Estimated Salary: $20 to $28 per hour based on qualifications.
All Deskside Support Technicians are subject to shift changes and travel between sites as required.
Some of the below listed responsibilities may not be assigned or applicable to all Deskside Support Technicians within a given operational team or at a specific client site.
See Operations Leader/Management for clarification on any responsibilities outligned below.
Principal
Responsibilities:
(Essential Function) o Carry out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws o Ensure compliance with all company policies and procedures, including safety rules and regulations o Provide comprehensive technical support services to the Client's internal customers and service providers.
o Resolve on-line, call in and in-person requests from client associates for business support related to their business tools o Track and identify trends in business unit issues and provide recommendations for how to reduce number of issues o Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.
o Assess reported issues and as necessary work directly with Client's service providers for escalation and timely issue resolution.
o Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes.
o Provide setup and support services for conference rooms, including set up of audio visual equipment as necessary.
o Manage site access via IT badge creation and access management system.
o Provide white-glove service for VIP's for all incidents, service requests, etc.
o Schedule and deliver an IT onboarding briefing for the first day of hire, with follow up at end of remediate any issues.
o Provide end user training in applications or operating system fundamentals.
o Supports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.
o Investigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.
o Collect equipment from offboarding employees.
o Makes proactive recommendations for site-specific IT improvements.
o Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations o Report any potential problem cases to the Level II technician and/or Deskside Supervisor.
(Build a proactive environment) o Perform IMAC-related tasks as assigned.
o Effectively consult with the Level II technician on any cases where high-level technical support is needed.
o Replicate and resolve customer incidents in the software hardware environment.
o Escalate issues to the Level II technician where Client Home Office personnel are required for resolution.
o Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
o Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness.
o Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
o Perform customer support related tasks and special projects as assigned by management.
o Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
o Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
o Responsible for maintenance of IT Lab areas and storage rooms.
o Places orders and takes delivery of inventory as directed.
o Ability to work effectively autonomousely and as a constructive part of a team o Excel-based reporting o Develop tracking report and track Service levels on a daily basis o Report on Service levels on a monthly basis o Report on monthly trends Job Requirements Education/Experience o BA or Vocational school degree preferred or equivalent work experience Job Requirements:
o A
Certification a plus (Certain Clients may require A
Certification upon hire or within a specific time frame from date of hire) o Microsoft Certified Professional certification a plus o Network
certification a plus o Apple device knowledge and proficiency a plus o Minimum of 12-18 months of previous call center, computer support, or customer service experience preferred Skills o Excellent verbal and written communication skills o Excellent teamwork skills o Dedication to customer service o Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications o Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario o Proficiency with LAN/WAN troubleshooting o Ability to perform root cause analysis and determine appropriate course of action based on result o General knowledge of computer networking o Self-motivated and ability to work on multiple tasks Competencies o Accountability:
Strives to take appropriate action in all aspects of work.
Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards.
This includes taking responsibility for our schedules, attendance and punctuality.
o Adaptability:
Adjusts to new conditions, work situations and responsibilities.
Welcomes the opportunity to learn new tasks and accepts feedback positively.
o Communication:
Clearly conveys key messages, written and verbally.
Recognizes when a miscommunication has occurred and acts to correct it.
Holds crucial conversations, when required, in a professional and productive manner.
o Productivity:
Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
o Quality:
Completes work that is attentive to detail and accurate.
Displays a commitment to excellence by continually looking for improvements.
o Teamwork:
Works together to achieve common goals.
Actively listens, cooperates and encourages open communication as well as the sharing of knowledge.
Remains openminded and willing to entertain others' ideas.
Regularly solicits constructive feedback, consensus, and asks well thought out and well prepared questions.
Engages appropriately when in disagreement and pushes back respectfully and in a spirit of good faith cooperation.
Working Relationships o Maintain inter-department relationships to resolve client issues o Effectively communicate with both internal and external clients o Develop communication and working relationship with Supervisor Physical Demands and Work Environment o The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
o While performing the duties of this job, the employee is frequently required to sit, talk and hear.
The associate is occasionally required to stand and walk.
Occasionally, the associate may need to lift and/or move up to 20 pounds.
The noise level in the work environment is usually moderate.
Recommended Skills Adaptability Asset Management Attention To Detail Bomgar Call Centers Citrix Systems Estimated Salary: $20 to $28 per hour based on qualifications.
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