Senior Deskside Support Technician

Purpose of Position

The Senior Deskside Support Technician is a member of an onsite technical team who provides Tier 2 and Tier 3 IT Support and works directly with the Senior Leadership Team (SLT). This is a predominantly hands-on, customer-facing role, supporting the senior leaders with a high level of autonomy.

Tasks and Responsibilities

• Perform Tier 2 and Tier 2 escalations to vendors or internal departments and work with the other parties to resolve issues to the satisfaction of the customer with limited supportive guidance
• Provide excellent IT concierge support to senior leaders by fulfilling requests, troubleshooting, and resolving intermediate and advanced issues both remotely and onsite
• Analyze and diagnose problems, and link them to underlying issues and symptoms to determine a solution
• Troubleshoot, install, repair, upgrade, and configure a variety of issues autonomously, including but not limited to hardware, printing, imaging, and software issues
• Write technical documentation to communicate “How To” instructions
• Coordinate hardware procurement for business leaders and employees through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warranty
• Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas
• Maintain current and accurate hardware inventory list for IT equipment
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Support the indirect development of others; Train and cross-train team members as assigned; Lead by example and help support others through training, feedback, and encouragement
• Consistently execute deskside support responsibilities promptly; look for ways to improve results 
• Navigate relationships through rapport and a proven track record of meeting customer needs
• Display control and flexibility in complex or stressful situations; understand how to reprioritize requests to deliver results 
• Work to understand customer needs and provide recommendations to get ahead of potential issues 
• Participate in special projects as assigned
• Travel when required.

Minimum Education

• Associates degree or equivalent work experience

Minimum Experience

• 5+ 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 independently and 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
• Ability to overcome obstacles and handle requests promptly
• Prioritize and manage workload and communicate issues clearly
• Exhibit the ability to act calmly and competently in high-pressure, high-stress situations
• Ability to work in a dynamic and fast-paced environment
• 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.