Deskside Support Technician

Core Function

This role will be expected to handle high-stress situations involving problem diagnosis and client relationship management. This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems. A key area of responsibility is resolving client technology-related problems in areas supported.

• Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates;
• Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status.
• Support the Mac operating system and various Apple tools and applications;
• Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration;
• Support MAC in Windows XP environment (virtual); also Mac OS, including the Mac OS X Server and Server Essentials.
• Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system;
• Add virtual desktop client to Office 2007 / Office 2010;
• Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required;
• Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus;
• Assist with creation and distribution of "clean-up kits" (including instructions and other user documentation) for Windows and Macintosh remote laptops;
• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required;
• Assist with creation of a knowledge base of problem remediation;
• Disconnect and/or reconnect desktop and peripherals in support of office moves within the Clients Campus; and
• Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as needed basis.

• Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates;
• Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status.
• Support the Mac operating system and various Apple tools and applications;
• Provide operating system updates for Macintosh desktops/laptops;
• Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration;
• Support MAC in Windows XP environment (virtual); also Mac OS, including the Mac OS X Server and Server Essentials.
• Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system;
• Add virtual desktop client to Office 2007 / Office 2010;
• Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required;
• Assist with identification and remediation of Windows and Macintosh desktop/ laptop already infected with computer virus;
• Assist with creation and distribution of "clean-up kits" (including instructions and other user documentation) for Windows and Macintosh remote laptops;
• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required;
• Assist with creation of a knowledge base of problem remediation;
• Disconnect and/or reconnect desktop and peripherals in support of office moves within the Clients Campus; and
• Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as needed basis.

• None

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
• Demonstrate strong customer service skills - as well as the ability to communicate…