Deskside Technical Support Engineer

Park Place Technologies - Atlanta, GA (30+ days ago)3.3


JOB SUMMARY:
Responsible for all aspects of first level end-user support, including workstation, printer and software issues. The Deskside Support Technician works alongside other IT professionals and collaborate to solve hands-on IT problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Proficiency with Microsoft Office 365 and Windows 7 & 10
  • Responds to hands on issues reported through the Service desk.
  • First-level support for end-users for all workstation, software, and other IT issues including workstation break/fix, error resolution, endpoint security management (e.g. antivirus and anti-malware issues).
  • Manages the Service Now ticketing system, ensuring that incidents submitted by clients are accurate as well as routed to the correctly.
  • Configures, installs and deploys new workstations, printers, and other IT equipment required by campus employees.
  • Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
  • Responsible for managing the Service Now queue as well as providing reports to management.
  • Wipe/rebuild/reload of assets for redeployment as needed.
  • Escalation point for Service Desk Tier 2 on all complex issues
  • Stays abreast of new and emerging information technologies as well as current trends.
  • Provides emergency on-call support, as needed.
OTHER DUTIES AND RESPONSIBILITIES:
  • Other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
None.

MINIMUM QUALIFICATIONS: -To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Education- Associates degree in related field (i.e. Computer Science, Information Systems) or equivalent experience.

Experience- Minimum three (3) years related experience.
Demonstrated success interacting with members in varying levels of an organization, including Executives.
IT Customer service experience, preferred.
ServiceNow experience helpful.

Certifications or Licenses A+ certification-preferred.
Network+, Windows certifications in the Microsoft Certified Professional Program; any other approved information technology certification are helpful, but not required.

Special Knowledge, Skills & Abilities Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Communication Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of employees, managers, vendors, customers, or general public.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Other: Works well with defined procedures and has the ability to define new procedures. Works independently and has a solid understanding of all aspects of server and network hardware and operating systems. Ability to improve processes and challenge the status quo in both operational and project work. Strong interpersonal and communication skills required. Possesses autonomy and initiative.

TRAVEL REQUIRED:
5%

PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met 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.)
  • Long periods of time sitting at a desk (daily).
  • Manual dexterity to type on computer keyboard and operate general office equipment, such as phone, fax/copier/scanner.
  • Must be able to speak and hear adequately.
  • Clear vision at close distances.
WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met 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.)
Office environment (closed climate).