Deskside Support Technician Job Greensboro area,North Carolina USA,IT/Tech

The IT Service Desk Specialist is an advanced support position on the IT Service Desk team responsible for providing end users hardware and software on-site support services.
The IT Service Desk Specialist is responsible for providing timely support contributing to a positive end user experience while ensuring that users adhere to standards and are compliant from a security, policy, approved software/device use, and license compliance perspective.
Coordinates Service Desk services for hardware and software asset management.

Purpose of Position

The IT Service Desk Specialist is an advanced support position on the IT Service Desk team responsible for providing end users hardware and software on-site support services.
The IT Service Desk Specialist is responsible for providing timely support contributing to a positive end user experience while ensuring that users adhere to standards and are compliant from a security, policy, approved software/device use, and license compliance perspective.
Coordinates Service Desk services for hardware and software asset management.

Key Responsibilities

Work with other IT resources to coordinate research and resolution of complex issues escalated from Tier 1 support team members.
Participate on new service/solution implementation projects to understand support needs and provide training to Tier 1 and Tier 2 support teams to improve overall level of support we provide for new service/solution introductions.
Deliver configured equipment in a timely manner as part of the on-boarding process.
Enforce software and hardware standards defined by Global IT Management on all end user equipment.
Procure hardware and software as required to support endpoint computing business needs.
Manage IT Assets for end-user devices in the Asset Management System.
Responsible for helping to manage IT Knowledge Bases and Documentation.
Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers.
Installation, configuration and troubleshooting of Windows OS (sometimes MAC, iPad etc.).
Provide In-Person, and Remote Support as required.
Support the local data centre, understand Servers, VMware, Network devices like switches & routers and storage devices.
Work from the customer site 5 days a week, no remote support.
Provide support to white glove users.

Position Relationships

Measures of Performance (Indicators)

Efficient incident and request handling meeting established service level agreements.
Quality/thoroughness of deploying solutions.
Maintain good Opened vs Closed ticket ratio.

WHO YOU ARE (Qualifications)

Qualifications in IT: ie. A+, N+.
Fundamental understanding of computers, networks, the internet, and personal productivity programs (Word, Excel, Outlook etc.).
Understanding of the Project life cycle management.
Must have good communication skills and come across in a polite and professional manner.
5+ years in EUC role.
Working experience with an International Company.
Working on a global support team.
Experience with Manage Engine Service Desk Plus ticketing platform.
Experience with Jira.
Knowledge of computer networking and components, as per relevant qualification certification programs.
Knowledge of desktop operating systems, as per relevant qualification / certification programs.
Knowledge of operating systems and applications, as per relevant qualification / certification programs.
Knowledge of the purposes for which people in the organization use the computers.
Good Communication Skills, verbal and written.
Strong Microsoft Office skills.
Flexible and adaptable to the evolving nature of projects.
Team player who enjoys working in a fast paced, pressurized, dynamic environment.
Analytical person with a keenly developed appreciation of attention to detail.
A high degree of accountability & integrity.
Be capable of working unsupervised whilst understanding the importance & interdependencies of the team.
Able to…