United States
HEARTLAND BUSINESS SYSTEMS LLC
iVision Scale LLC
Deskside Technician
United States
Atlanta, Georgia, United States
About the opportunity
Job Description – Deskside Technician
_____________________________________________________
TITLE
Deskside Technician
DESCRIPTION
The Deskside Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.
RESPONSIBILITIES
Strategy & Planning *
- Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.
Acquisition & Deployment *
- Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase. *
- Write technical specifications for purchase of end-user devices and related products.
Operational Management *
- Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. *
- Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. *
- Record and manage equipment sent to repair depots for equipment under warranty or service contracts. *
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels. *
- Assess the need for and implement performance upgrades to end-user devices based on software technical specifications. *
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment. *
- Where required, administer and resolve issues with associated end-user workstation networking software products. *
- Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. *
- Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. *
- Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. *
- Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports. *
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations. *
- Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. *
- If necessary, liaise with third-party support and equipment vendors.
POSITION REQUIREMENTS
Formal Education & Certification *
- College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience. *
Knowledge & Experience *
- Excellent technical knowledge of hardware, including Apple/Mac, Dell, Lenovo, and others as required *
- Excellent technical knowledge of PC internal components. *
- Hands-on hardware troubleshooting experience. *
- Extensive equipment support experience with PC peripheral devices including monitors, docking stations, printers, and others as required to support end-user needs. *
- Working technical knowledge of current protocols, operating systems, and standards, including Windows and macOS. *
- Ability to operate tools, components, and peripheral accessories. *
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
Personal Attributes *
- Ability to conduct research into Mac and PC issues and products as required. *
- Effective interpersonal skills and relationship-building skills. *
- Strong written and oral communication skills. *
- Ability to present ideas in user-friendly language. *
- Understanding of the organization’s goals and objectives. *
- Analytical and problem-solving abilities, with keen attention to detail. *
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. *
- Experience working in a team-oriented, collaborative environment. *
- Strong customer-service orientation. *
- Driver’s license in good standing.
WORK CONDITIONS *
- Availability for on-call rotation. *
- Sitting for extended periods of time. *
- Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. *
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
- The following certifications are highly desired *
- ITIL Foundation *
- Comptia A+ *
- Comptia Network + *
- Google IT Support Professional *
- HDI Support Center Analyst (HDI-SCA)
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