Description of Job:
The IT Deskside Support Technician will work in an extremely fast paced environment supporting 4000+ users globally, both locally and via remote offices. Daily responsibilities include the imaging, encrypting, deploying, and asset tracking of every corporate laptop. Along with primarily focusing on deployment projects, it is essential that the following responsibilities are covered and considered a subsequent job function. The Deskside Technician will be responsible for completing (resolving) tasks, requests, or issues that are assigned to them. This includes strong written and verbal communication, solid hardware/software troubleshooting for common desktop issues, and a customer focused mentality. Along with the success of our deployment project, our overall goal is to provide a world class customer support experience that is hyper focused on efficiently resolving technical support issues with a smile.
Build, configure, support and troubleshooting hardware and software issues on laptops, desktops, mobile devices, and network printers to resolution
Interact with customers at all levels of the company, including VIPs.
Must demonstrate excellent written/verbal interpersonal communication skills (to internal team/customer/external facing audience)
Ability to respond positively in stressful situations to difficult customers
Reimage laptops/desktops, backup user’s data, migrate users and reconfigure users’ custom settings
Assists with IT projects including real estate projects
Maintain and update inventory in asset tracking system
Provide end-user training as needed
Available for after-hours support for technical assistance, project and special events (if needed)
6+ years of experience providing hardware and software support for desktop/laptop on MAC/Windows OS
Support for mobile devices (iOS, Android, and Windows)
Solid understanding of basic networking and active directory principles
3+ years software support, especially Microsoft 365, OKTA, and VPN clients on MAC/PC
Experience with inventory tracking and maintaining the integrity of the collected asset information
Strong written and oral communication, and excellent customer service skills
Microsoft/Apple/A+ certifications are a plus!
A can-do attitude with a dependable work ethic