Deskside Technician

The Deskside Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Deskside Technician

The Deskside Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

• Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.

• College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience.
• The following certifications are highly desired
  • ITIL Foundation
  • Comptia A+
  • Comptia Network +
  • Google IT Support Professional
  • HDI Support Center Analyst (HDI-SCA)

• Excellent technical knowledge of hardware, including Apple/Mac, Dell, Lenovo, and others as required
• Ex…