Senior Deskside Support Technician

Overview

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

The Senior Deskside Support Technician will provide Tier 2 support to all end users in the organization or at a specific location. The responsibilities range from installation, diagnosing, repairing, maintaining, and upgrading computer hardware, software, peripherals, and equipment to ensure optimal workplace performance. This role can also be the face of IT infrastructure and application services at one of our key distribution centers, proactively performing daily health checks of all IT infrastructure and applications that the site consumes.

• Provides daily desktop, software, and peripheral support by performing troubleshooting, root cause analysis and problem resolution with minimal supervision
• Performs basic network resolution including but not limited to patching, cabling and troubleshooting level 1 network related issues; escalates when needed
• Creates operating instructions and maintains technical documentation and deliver 1:1 end-user instruction where needed
• Provides telecommunication support including but not limited to end point device troubleshooting, escalates when needed
• Reinforces standard processes for reporting and managing incidents
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions
• Responsible for provisioning desktops, laptops and mobile devices, including but not limited to Windows image deployment, initial configuration and setup
• Responds to and documents incidents / requests within the ticketing system, working through to completion providing status updates to customers, Service Desk associates and management as needed
• Performs other duties as assigned
• Complies with all policies and standards

• High School Diploma Required
• Certificate degree from a vocational or technical school
• 1-3 years Relevant experience Required
• Deskside Support Required
• Networking Preferred
• Knowledge of scanners Preferred
• Experience in a call center or Service Desk environment Preferred
• Experience managing hardware assets. Preferred
• Demonstrable experience of collaborative working with teams locally and globally Preferred
• Excellent troubleshooting and documentation skills. Preferred
• Experience coordinating services within an IT environment. Required
• Experience coordinating activities within an IT support team. Required
• Break-fix experience with desktop class hardware including desktops, laptops, tablets, smartphones, and thin clients. (Medium proficiency)
• Experience configuring external peripheral devices, such as printers and scanners (Medium proficiency)
• Basic understanding of audiovisual equipment including configuration and troubleshooting (digital signage and collaboration solutions) (Medium proficiency)
• Basic understanding of telecommunications concepts and systems, including IP phones, wireless headsets, and soft phone applications (Medium proficiency)
• Incident Management (preferred) (Medium proficiency)
• Retail Support Experience (preferred) (Medium proficiency)
• A+ Certification (preferred) (Medium proficiency)
• The ability to lift for transport equipment weighting up to 45 pounds. (Medium proficiency)
• Ability to multitask in a fast paced environment (Medium proficiency)
• Strong organizational skills (Medium proficiency)
• Strong communication skills (Medium proficiency)
• Provides a high level of customer services (Medium proficiency)
• Ability to communicate to customers at all levels of the organization in a professional manner (Medium…