Deskside Technician

Responsibilities

• Troubleshooting and repairing hardware issues;
• Urgent break/fix replacements in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance (e.g., lifecycle);
• Troubleshooting HW issues on end user devices;
• Proper utilization of Service Now;
• Service Now queue management and Ticket follow-up;
• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
• Critical project support that involves hardware and/or high‑touch user experience;
• Perform comprehensive site hardware asset inventory;
• Maintain consumable device inventory count;
• Conduct spare part and loaner pool management;
• Support IMACR/D requests;
• Engage OEM for warranty repairs and follow up on status;
• Escort OEM technicians onsite when needed;
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested;
• Work on child ticket as assigned by Level 2/3 client‑provided technical staff.

• Knowledge of multiple manufacturers and operating systems;
• Excellent troubleshooting capability;
• Ability to work in a team environment as well as independently;
• Ability to communicate technical information to technical audiences;
• Excellent verbal and written communication skills;
• Ability to complete assignments with no supervision;
• Ability to search internally/externally for support information;
• Customer‑oriented attitude;
• Ability to travel locally and in‑state to support other sites, if applicable;
• Valid driver's license and proof of auto insurance, if travel is required;
• Attendance and schedule adherence are requirements of this position;
• This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment;
• Knows and applies fundamental concepts, practices and procedures of particular field of specialization.

• Corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications;
• Troubleshooting and replacing hardware on PCs and Mac laptops and desktops;
• Active Directory;
• Deploying IT equipment (Windows, Mac);
• Imaging and staging PCs;
• Managing the equipment inventory and lifecycle;
• Migrating End User data;
• Moving in scope IT equipment;
• Collecting and coordinating disposal of in scope IT equipment;
• Facilitating third‑party vendor on‑site presence for Onsite Lifecycle Management.

• Work with brilliant minds, often within a global capacity;
• Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
• Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual trainings as well.