The Desk Side Support Technician is responsible for maintaining local IS&T infrastructure and services, encompassing hardware, software, operating systems, video conferencing, network troubleshooting, and printing infrastructure to efficiently support internal users.
Job Responsibilities:
- Deliver service for incident and request tasks related to deployed infrastructure services for end-users, including setup modifications and updates. Technical responsibilities also include training, troubleshooting, and upgrades for computing devices (PCs and mobile devices).
- Adhere to established technology standards, policies, and support procedures.
- Contribute to the establishment and monitoring of metrics for service delivery and customer satisfaction.
- Provide end-user support for collaboration technologies such as video conferencing and smart displays including Surface Hubs, Skype for Business, Microsoft Teams.
- Support Local Area Network and Wireless Network configurations.
- Handle end-user needs related to Active Directory, DHCP, DNS, and print and file services (including Follow Me Print).
- Manage and update local assets and configuration items in ServiceNow.
- Execute physical changes like moves, adds, and modifications to setup.
- Engage in special projects as required.
- Occasional travel to offices or job sites for short-term project support.
- Offer proactive and timely support to executives and VIPs.
Basic Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field, or 7 years of equivalent IT experience in absence of a degree.
- At least 1 year of experience in providing IT support, including setup and maintenance of hardware, peripheral devices, software, video conferencing, and operating systems.
- Minimum 1 year of experience with incident and request management systems such as ServiceNow.
- Proven track record of supporting executives and VIPs.
Additional Information:
- Skilled in the identification, evaluation, prioritization, and resolution of hardware and software issues.
- Effective communication skills to interact with customers and various departments within the organization.
- Collaborative approach, capable of working within a local team and the wider Corporate IS&T staff.
- Knowledge of basic networking technologies and principles.
- Ability to manage multiple priorities in a high-demand environment.
- Competency in planning and supporting off-site meetings and conferences as required.
- Must be able to lift up to 50 lbs.
- A+ certification is preferred.