Pc Support Technician

Deskside Support Technician - Role and Responsibilities

The selected candidate will perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops, laptops and tablets. Among other tasks, he/she will carry out the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency. 

·       Perform Installs, Moves, Adds and Changes (IMACD’s) of hardware and software

·       Proven work experience as Apple MAC Technician or similar role etc.

·       Hands on with MAC Deployment Services like JAMF or Airwatch.

·       Hands-on experience With Microsoft Intune deployment and management.

·       Hands-on experience with All MAC Operating Systems environments for troubleshooting.

·       Good understanding of scripting for Mac devices.

·       Become familiar with company’s infrastructure, key contacts, and escalations procedures as relates to other teams in the business

·       Demonstrate outstanding understanding and communication skills when working with clients

·       Perform break-fix support for a wide range of hardware, software and mobility issues

·       Knowledge of popular operating systems, software applications, and remote connection systems.

·       Sales support during business hrs. and outside business hrs. ( weekends, holidays)

·       Supporting user needs related to desktops, laptops, mobile devices, printers, VOIP phones and the like for both in office and home/remote office needs

·       Provisioning, configuring, delivering, and setting up equipment, ensuring proper functionality and connectivity of all devices, and participating in equipment moves and changes

·       Working in concert with internal IT teams to ensure the highest level of service delivery to user community

·       Installing and maintaining hardware and computer peripherals.

·       Installing and upgrading operating systems and computer software.

·       Troubleshooting and maintaining Mobile Devices.

·       Proven work experience with SCCM/Intune – Good to have

·       Mobile Device Management -  Good to have

·       Mac OS knowledge - Good to have

·       Experience with endpoint management software platforms, desktop provisioning technologies and PXE

·       Proficiency with Windows printing and scanning operations, including installation and support of network and office devices

·       Proficiency with mobile devices, including enterprise software activation, troubleshooting and support

·       Strong customer service and communication skills

·       The ability to work in a fast paced environment, coordinating workflow and multiple tickets/tasks

Preferred Skills and common tasks on the job

·       Experience-based Windows 10 support and Apple Devices

o   BitLocker encryption

o   Configuration/imaging

o   Crash/BSOD resolution

o   Installation environment

o   General Windows OS & iOS troubleshooting

o   AirWatch for Apple

·       Hardware support and troubleshooting

o   Troubleshooting hardware issues

o   Replacing desktop/laptop hardware

o   Installation of peripheral devices

·       Microsoft Office proficiency

o   Proficiency in Word, Excel, Skype, Outlook, Access, PowerPoint (usage and support)

o   Visio, Project (support)

o   Able to create documentation and contribute to KB articles

o   O365 support

·       Basic network troubleshooting

o   Experience working with basic network hardware (switches)

o   Troubleshooting connectivity issues

o   Thorough understanding of wireless/wired networks

·       Customer service skills

o   Comfortable working with people in a professional setting

Able to provide a calming demeanor with the customer to reach a positive conclusion