Deskside Support Specialist

The primary responsibility of the Deskside Support Specialist I is to monitor and properly address incoming requests for onsite IT support. This entails handling all support needs triaged to the Deskside Support team from the IT Service Desk via ISM (Ivanti Service Manager) as well as other avenues of customer interaction (phone, email/IM, in-person, etc.). Frequent activity involves troubleshooting and resolving hardware, software, networking, etc.

failures (Incidents) as well as deploying, installing, configuring, etc. new hardware or software (Service Requests). This responsibility includes monthly volume-related closure quantity and overall department SLA (Service Level Agreement) targets / metrics.

The Deskside Support Specialist I will draw upon their technical knowledge, experience, and soft skills in order to provide timely, professional, and customer-focused deskside and limited remote technical support to county staff to ensure minimal disruption to daily operations.

The Deskside Support Specialist I will closely follow the IVP (Incoming Volume Process) during each interaction, properly Resolving or Fulfilling each ticket in correct priority order while ensuring all required data / notation is entered and accurate before closure (or prior to triage).

The Deskside Support Specialist I is responsible for Rock-IT’s portion of the Rock County new-hire orientation process. This includes creation and maintenance of all Rock-IT new hire orientation documentation / materials, and conducting bi-weekly orientation sessions in-person (this includes presenting Rock-IT materials as well as assisting new hires with any questions or struggles during the session).

The Deskside Support Specialist I will participate in assigned projects (one-time projects such as new software, hardware, certain networking changes / implementations, department location moves, etc., as well as annual projects such as equipment refresh, equipment recycling, physical inventory, etc.).

The Deskside Support Specialist I is responsible for the inventory accuracy of all primary user endpoints, peripherals, and software assets such as laptops, desktops, monitors, printers / scanners, licensed software products, and otherwise.

The Deskside Support Specialist I adheres to and exudes the Rock-IT mission, vision, and guiding principals.

• Monitor and appropriately address all IT support needs assigned to the Rock-IT Deskside Support team (typically requires an on-site / in-person presence).
• Closely follow the IVP during each interaction, ensuring the correct priority order of all open work is being followed as well as ensuring the thoroughness / accuracy of each Incident or Service Request within ISM (regarding entered information, notation, etc.) is complete prior to Resolution, Fulfillment, or further triage.
• Install, configure, support, and replace a wide variety of hardware including desktops, laptops, tablets, monitors, peripherals, printers / scanners, mobile hot-spots, mobile phones, and otherwise.
• Install, configure and support a wide variety of software platforms including Microsoft Windows 11, Microsoft Office 365, common 3rd party applications, and other software applications specific to and/or frequently utilized by Rock County employees.
• Provide a basic level of network / infrastructure related support, including terminating Ethernet cabling, toning lines, patching in end-user devices such as computers, docks, scanners / printers, etc. and troubleshooting related connectivity / bandwidth issues.
• Support a basic level of Audio / Video (AV) needs (smaller rooms and respective equipment such as wireless video adapters, TVs, projectors, etc.).
• Provide a moderate level of user account security / access administration (to the extent of ability granted to this role via RBAC).
• Maintain accurate inventory information / attributes on all assets / CIs in which the Deskside Support team interacts with and is responsible for (primarily all user endpoints such as laptops, desktops, etc. as well as monitors and other inventoried hardware and software utilized at all work spaces). Ensure applicable updates are applied and saved within IAM (Ivanti Asset Manager) immediately during deployments, changes of hands, resignations / terminations, as errors are noticed, and otherwise.
• Focus strongly on high quality customer service during every interaction. Patience, kindness, understanding, professionalism, and follow-up (as needed) are fully expected.
• Thorough and efficient analysis / troubleshooting of each situation is expected, as is a timely realization of when to elevate complex issues appropriately.
• Constant adaptability to frequent changes such as new hardware / software or major updates to either, new or updated processes, etc. (learning, understanding, and displaying the ability to adhere to and/or support these changes) is required and expected.
• Follow County IT security standards, policies, and procedures when handling systems and…