Deskside Support Technician

Purpose of Position

The Deskside Support Technician is a member of an onsite technical team that works in consultation with the Regional IT Manager to help teammates and customers at FlightSafety's learning center locations. This is a predominantly a hands-on role, facing both internal and external customers with a high level of autonomy. Excellent responsiveness, prioritization, communication, record keeping, and customer service skills are essential for this position.

Tasks and Responsibilities

• Provide excellent IT support to customers by fulfilling requests, troubleshooting, and resolving intermediate issues both remotely and onsite with a positive customer service focused attitude.
• Analyze and diagnose problems, and link them to underlying issues and symptoms to determine a solution; identify what issues should be escalated and what can be resolved personally.
• Troubleshoot, Install, repair, upgrade, and configure a variety of issues autonomously including but not limited to hardware, printing, imaging and software issues.
• Perform escalations when necessary to vendors or internal departments and works with the other parties to resolve issues to the satisfaction of the customer.
• Coordinate hardware procurement for customers through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warranty.
• Maintain current and accurate hardware inventory lists for IT equipment; provide recommendations to Managers if issues 
• Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas.
• Coordinate with Manager of Deskside Support and Regional IT Managers in performing maintenance and updates to local network and server infrastructure.
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• This position also requires performing duties outside normal business office hours on an "as needed" basis.
• Travel when required

Minimum Education

• Associates degree or equivalent work experience in lieu of degree.

Minimum Experience

• 3+ years of customer facing deskside support experience.

Knowledge, Skills, Abilities

• Excellent technical knowledge of PCs and desktop hardware.
• Working technical knowledge of network protocols, operating systems, and standards.
• Window Desktop Operating Systems
• Strong knowledge and experience troubleshooting Microsoft Office Suite.
• Ability to operate various desktop technology tools, components, and peripheral accessories.
• Basic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and concepts
• Ability to work in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial results
• Be accountable and responsible for the accuracy and completeness of assigned work and results
• Prioritize and manage workload and communicate issues clearly
• Exhibit the ability to act calmly and competently in high-pressure, high-stress situations
• Must be a critical thinker with strong problem-solving skills
• Exhibit effective verbal and written communication skills

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand, walk, and sit. Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate.