Associate Deskside Support Technician

Core Function:

Responsible for delivering courteous, knowledgeable, and effective technical support to staff. Support includes desktops, laptops, operating systems, business applications, Microsoft 365, and related peripherals. Act as a primary IT support resource for the assigned area, partnering with internal teams and hardware/software vendors to provide break/fix support, problem resolution, remote-hands assistance, and onsite support for other IT departments.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Identifies and resolves technical problems utilizing established troubleshooting methodologies.
• Responds to Field Services tickets, telephone calls, and e-mail and personnel requests for technical support.
• Tracks and monitors the problem to insure a timely resolution.
• Maintain user systems, applications and office productivity appliances: maintain, repair or upgrade desktops, laptops, printers, scanners, copiers and fax machines; maintain and support Windows desktop and applications (MS Office Suite); install vendor critical and security patches and updates.
• Provide support for user IT support issues and work with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution.
• Coordinate with external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.
• Follow and support established policies and procedures to ensure appropriate usage of information systems.
• Develop and maintain desktop support documentation and assist in preparing end-user documentation.
• Maintain infrastructure assets including asset inventory, equipment tracking, software licensing records and asset labeling.
• Assist with the evaluation and implementation of new hardware and software solutions to improve productivity, enhance business operations and support service delivery.

Minimum Knowledge, Skills and Abilities required:

• At least 2 years in a deskside support services support role. 2-4 years preferred.
• Demonstrates excellent verbal communication and writing skills.
• Demonstrates good customer service skills, motivation and the ability to work well with various people from staff to high-level administrators.
• Experience in using, configuring and troubleshooting Windows computer platforms in an Active Directory environment.
• Experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook and Web based applications.
• Experience with configuration of Outlook/Exchange. Able to resolve Outlook configuration issues such as permissions, views, calendar-sharing, email rules and mailbox management.
• Working knowledge of LAN/WAN hardware and administration.
• Familiarity with systems of record preferably ServiceNow.

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

While performing the duties of this role, employees are regularly required to sit; communicate in person and through collaboration tools; use hands to operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, and move between work areas or sites to complete tasks. The role requires the ability to ascend and descend stairs. Specific vision abilities include close vision and the ability to adjust focus. Ability to lift and carry computers, monitors, desk printers, and related peripherals.

Mental Demands:

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbent must maintain composure in a fast paced, high-quality environment where personal and team accountabilities are the defining factors.

General office environment:

Work is performed primarily in an office environment with standard office equipment available. The role is generally sedentary but may require standing and walking for up to 60% of the time to support users, equipment, and work areas.