Deskside Support Technician- Frisco TX; onsite Job Frisco area,Texas USA,IT/Tech

Position: Deskside Support Technician- Frisco TX (onsite)

Deskside Support Technician

Location:

Frisco TX (onsite)

Role and Responsibilities:

Hands-on deskside support technician with 5+ years’ experience supporting Macintosh and Windows platform based Laptop and Desktop, peripherals, and printers, both standard and custom software. Excellent customer service and communication skills are a must!

Chief responsibilities include performing varying degrees of problem analysis, resolution of all technical issues related to end-user computing hardware and software including but not limited to Laptops, Desktops, Tablets, and VOIP conference equipment, and all related software. Responsible for performing the activities below while adhering to Service Level Agreements (SLA) & Service Level Requirement (SLR) and able to independently prioritize based on urgency & Executive status.

Primary Responsibilities:

Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software when required and direct the team.
Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business
Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
Demonstrate outstanding understanding and communication when working with clients
Work with vendors to add/change/remove account contracts
Support a standard set of applications plus additional software and hardware specific to Executives and tailored to a mobile workforce.
Must be ready to cover extended business hours’ support (7am-7pm) with occasional on-call remote support
Ability to Travel on rare occasions (less than 20%) as per business need.

Qualifications:

Highly knowledgeable (L1+ skills, 5+ years’ relevant experience) in Desk side support function in large fast paced and demanding enterprise environments.

Must be highly motivated and able to work independently and adhere to scheduled shifts responsibly.

Very strong customer service mindset with focus on achieving high customer satisfaction

Very strong English written and verbal communication skills including proper grammar and professional language suited to customer communication.

Should be able to analyze and prioritize workload in the queue to ensure response and resolution times are within SLA’s and meet customer expectations.

Innovative team player with strong analytical problem solving and interpersonal skills.

Additional Preferred Skills and Common Tasks on the Job:

Customer service skills
Comfortable working with people in a professional setting
Able to work with multiple vendors and build work relationships with them
Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion.
Good presentation & communication skills along with ability to handle critical situations.
Expert on MS Office products including Skype for Business.
Experience-based Windows 10 support
Bit Locker encryption
Configuration/imaging
Crash/BSOD resolution
Installation environment
General Windows OS troubleshooting
Hardware support and troubleshooting
Troubleshooting hardware issues
Replacing desktop/laptop hardware
Installation of peripheral devices
Microsoft Office proficiency
Proficiency in Word, Excel, Teams, Outlook, Access, PowerPoint (usage and support)
Visio, Project (support)
Able to create documentation and contribute to KB articles
O365 support
Basic network troubleshooting
Experience working with basic network hardware (switches)
Troubleshooting connectivity issues
Thorough understanding of wireless/wired networks
Experience-based iPhone/iPad support
Providing tips and suggestions to better utilize mobile devices to customers
Working knowledge of troubleshooting iOS issues
Comprehension of how mobile devices affect the workplace
Hardware support and troubleshooting
Able to identify hardware issues on mobile devices