Deskside Support

 Job Description

• Provide Windows, software, and hardware support, onsite in a corporate environment
• Stage, provision, and deploy IT machines to end users following best business practices
• Diagnose, troubleshoot, and implement fixes for a variety of information technology topology
• Configure, troubleshoot, and deploy mobile devices & other audio/ visual equipment
• Troubleshoot VPN, and VDI
• Create, modify, and follow appropriate KB articles
• Manage workload via ticketing software
• Prioritize and complete work in a group and independently with minimal supervision 
• Communicate technical information to non-technical audiences 
• Smart Hands remote support for offsite resolver groups
• Inventory management of IT assets including asset auditing
• Provide 'White Glove' support for senior leadership and VIPs
• Guide and mentor team members advanced technical level procedures

• Other duties and tasks associated with deskside services

• Other duties as assigned

What do you need to succeed?

• 3+ years corporate computer support with strong emphasis on Microsoft Windows
• Advanced level troubleshooting capability
• Advanced level experience with Microsoft Office/ Office 365 suite
• Advanced level experience with computer imaging software and data migration processes (e.g., SCCM, Intune, Autopilot or equivalent)
• Advanced level experience with Active Directory (OU/ Domain Trust Relationship concepts)
• Understanding of Windows 10 architecture including permissions, file structure and registry
• Experience with endpoint protection and encryption (Bitlocker) support
• Advanced level experience with using remote desktop support tools
• Ability to maintain composure while handle challenging, dynamic, rapid-response user support

• Demonstrate high level of professionalism and strong personal interaction skills

• Maintain neat and professional work area and appearance in compliance with site policies

Desired Characteristics

• A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundations
• Lean Six Sigma
• Experience Interfacing with client and internal leadership, providing updates and alignment
• Experience as an Escalation Point for significant events
• Experience creating knowledge documentation
• Experience providing training and mentoring

Job Requirements: 

Requirements
  

• High School Diploma or equivalent
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to walk, bend, stand for prolong periods of time, and lift equipment up to 50 pounds 

• Demonstrate and exemplify a high level of professionalism and strong personal interaction skills
• Ability to work on-call and other after-hours support needs

• Maintain valid driver's license
• Maintain neat and professional work area and appearance in compliance with site policies
• Ability to adhere to scheduled shift

• Ability to walk, bend, stand for prolong periods of time, and lift equipment up to 50 pounds

• Ability to pass standard panel drug screening and background check