Deskside Support

Overview

This position is for an experienced technician on the Desktop Support team responsible for partnering with both IT design teams and Level 1 Service Desk to provide support for core infrastructure and desktop technologies standard operating environment. It also involves hardware asset management. Managing the IT stockroom inventory to ensure enough stock is available for the base operations.

Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and MS teams. Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users locally. Ensures consistent processes, procedures and technologies are utilized across enterprise environment. Understand and follow direction provided by the Application and System Services team leads and managers. Document recurring issues in the Knowledge Base Document in detail case status and tasks / work completed with end users in the ITSM system.

Follow the company's critical incident process. Perform basic staging tasks such as assembling computer components, imaging/copy hard drives, asset tagging, repackaging equipment. Work with Field Service/Project teams to ensure the proper equipment is allocated for work orders. Maintain inventory controls over tools. Provide reports supporting the asset inventory using excel and other tables as needed. Gather data on and provide analysis of all activities that have an impact on the value, cost and risk of asset life cycles.

Good knowledge with supporting business applications is required.

Bachelor's degree in IT or Computer Science preferred.

• Microsoft Certified Professional
• Microsoft Certified Technology Specialist
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Mac
• General knowledge/troubleshooting for networking
• General knowledge of Microsoft Intune
• General knowledge/troubleshooting for MFDs
• Mobile Device Management and Mobile Web Apps, iOS, etc.
• Active Directory Administration and Infrastructure Design
• Office 365 and MS teams
• Understand and troubleshoot Azure MFA
• Desktop imaging
• Strong customer service skills
• Experience in desktop and notebook hardware, operating systems and desktop software
• Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation.
• Strong data analysis skills
• Analytical & Problem-solving Skills
  - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them.
• Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of business drivers and opportunities.
• Demonstrated ability to see the bigger picture, denote how processes/tools will impact other processes/tools.
• Ability to communicate with transparency the impact and risks with mitigation.
• Ability to think not necessarily outside of the box, but to think creatively within defined constraints.
• Teamwork/Interpersonal Skills
  - Ability to lead through influence, influence/partner