Deskside Support

Responsibilities:

• Perform intermediate-to-advanced hardware break-fix services on PCs, laptops, network printers, and servers, etc.
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
• Handle software installation/support/upgrades
• Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
• Provide 2nd level Help Desk support
• Perform basic LAN and internetworking related activities
• Handle bench repairs (depot service) & remedial maintenance
• Respond/update/close calls from National Dispatch/Call Management Center
• Communicate with customers to diagnose problem, establish E.T.A., and parts requirements

• Have 3 – 5 years of IMAC experience doing hardware roll-outs, refreshes, and other deployment related activities
• Have 3 – 5 years of deskside support experience
• Have 3 – 5 years of break-fix experience
• Have strong internetworking and troubleshooting skills
• Have A+ certification & at least one certification from either Cisco or Microsoft
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)
• Must be a self-starter and have the ability to manage multiple tasks
• Can act in a Team Lead capacity
• Exceptional customer service skills
• Good communication skills
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Must be available to work flexible work schedules
• Must have a minimum of a Diploma from a recognized IT program