Deskside Support Technician I & II
$58,427–$88,899 year
On-siteCoupeville, Washington, United States
Job Summary
Deploy hardware and software for desktops, laptops, tablets, and printers by performing Installs, Moves, Adds, and Changes (IMACs) following documented processes. Address user tickets regarding hardware, software, and networking while providing break-fix support and Tier 2 assistance to Help Desk staff. Troubleshoot problems using scripts and checklists, document resolutions, and participate in testing new desktop packages. Direct unresolved issues to escalation personnel, follow up with clients to ensure system functionality, and report customer feedback or product requests. Assist in creating technical documentation, manuals, and basic end-user training.
Required Qualifications
- Associates in IT related field
- one year equivalent work experience
- Minimum of one (1) year experience in information systems
- Demonstrable technical knowledge of workstations and laptops and windows OS
- 1-2 years' experience troubleshooting and problem-solving core business systems, applications, hardware and software, printers, and networks
- 1 year experience imaging PCs
- 1 year experience working with incident management tools and software packages
- 1 year supporting MS Office Suite or other common productivity applications
- 1-2 years' experience using analytical skills to understand the technical implications of business decisions and requests
- Must possess an engaging communication style that includes a friendly and helpful tone both verbally and in email
- Verbal communication that is polished and professional and able to communicate clearly over the phone when needed
- Written communication that is clear and concise, and includes proper grammar, spelling, and punctuation
- Must demonstrate active listening skills that can collect accurate and detailed information
- Ability to defuse tense situations and focus on the issues, not reactions
- Ability to translate technical language into user-friendly information
- Team player with a strong work ethic, standards, initiative, attention to detail, and a quality orientation
- Adept at working in a fast-paced, changing environment while serving the needs of multiple stakeholders
- Capability to learn and support new applications
- Minimum of (3) years' experience executing the duties of a Deskside Support Technician I or a role requiring a higher level of technical expertise
- A 4-year IT related degree may substitute for up to two years of experience
- 1 year experience providing senior level technical expertise to the Service Desk and serving as an escalation point for software and hardware trouble tickets
- 1 year expertise providing system and/or product administration for an enterprise product; ex: ManageEngine
- 1 year experience initiating, leading, communicating, and executing technology projects including planning, procurement, configuration, and deployment
- 1 year experience identifying technology specifications required to meet user and department needs and ensure acquired hardware and software solutions meet these specs
- 1 year experience managing the hardware and/or software vendor and organizational procurement process
- 1 year experience providing end user training for varied applications
- Comp TIA A+
- Microsoft Certified Professional
- CCNA
Desired Qualifications
- two (2) years preferred
- Bachelors in IT related field
- Certification
- 1 year experience providing end user training for varied applications. Examples may include multi-factor authentication, MS Office, print driver, etc.
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