Deskside Support Technician

About Our Company

Position Summary

Principal Duties and Responsibilities

• Provide technical assistance to corporate computer users.
• Answer questions or resolve computer problems in person, via telephone, or electronically.
• Stay informed on new product lines and evaluate new hardware to recommend standards for corporate and store environments.
• Work with service vendors (warranty and non-warranty) and equipment secondary market/decommission vendors to establish best pricing and services.
• Provide assistance with computer hardware and software including printing, installation, word processing, email, and operating systems.
• Perform hardware and software installations, maintenance tasks, troubleshooting, and repair of computer systems and peripheral equipment.
• Process accurate and timely information to ensure compliance with vendor warranty requirements.
• Maintain high levels of customer satisfaction by resolving technical problems and concerns.

Additional Principal Duties and Responsibilities

• Configure and deliver corporate IT equipment as needed.
• Assist the IT Depot in diagnosing and troubleshooting IT equipment.
• Interface with all departments to fulfill IT hardware needs.
• Support and adhere to company policies, procedures, and guidelines.
• Provide excellent customer service as outlined in the HW&L policy manual.
• Maintain and update work order tickets in the ITSM tool.
• Complete Dell warranty work including gathering and documenting equipment needing repair, coordinating repairs, and returning equipment to active inventory.

Job Required Knowledge and Skills

• Associate’s Degree (Bachelor’s preferred) in a computer-related curriculum preferred, plus a minimum of 3 years’ experience supporting and maintaining computer hardware and desktop software.
• Strong problem solving and communication skills.
• Knowledge of computer hardware devices and internal components including personal computers, laptops, CPUs, keyboards, monitors, and mice.
• Knowledge of peripherals including scanners, check readers, receipt printers, laser printers, RF guns, PDAs, modems, and monitors.
• Knowledge of audio/visual products.
• Knowledge of Windows operating systems, Microsoft Office Suite, and IT systems (Track IT).

Physical Demands and Requirements

• Ability to constantly sit at a desk in a sedentary work environment
• Ability to frequently communicate clearly and effectively, both verbally and in writing
• Ability to view electronic/written materials and adjust focus when needed (i.e. computers screens, documents, etc.)
• Ability to frequently use a computer, keyboard, mouse, and other standard office equipment.
• Ability to occasionally stand and walk throughout the office.
• Ability to occasionally lift or move items up to 15 pounds.
• Ability to occasionally present information to small and large groups, including team members and leadership.
• The noise level in the work environment is usually moderate.

Work Environment

• Onsite office work environment.
• Standard business hours from 8 a.m. – 5 p.m., flexibility may be provided upon request