Deskside Support Technician

Pomeroy•Mount Pleasant, WI

9h•Onsite

About The Position

This role will be expected to handle situations involving problem diagnosis and client relationship management. This role serves as the direct face-to-face contact for technology related issues and is expected to provide Walk-Up support with exceptional customer service skills. A key area of responsibility is resolving technology related problems in areas supported, including on-site and remote support.

Requirements

Must be a self starter, detail-oriented, able to handle a variety of tasks in an efficient, accurate manner while working and delivering to deadlines.
Demonstrate strong customer service skills by acting in a professional manner when interacting with end users.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.
Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.

Nice To Haves

Knowledge of ServiceNow preferred -- experience with similar ticket-tracking/request system workflow tools considered.
Prior experience in a Windows environment preferred
Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.

Responsibilities

Provide Walk-Up support for end users requiring immediate assistance during business hours.
Troubleshoot any problems or issues that arise with Windows and Chrome based devices.
Documenting any troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ServiceNow system.
Provide support for audio/visual equipment (Google Meet and Chrome For Meeting devices).
Perform imaging and basic setup on new devices for end users.
Perform PC refreshes, including imaging a device, installing software and performing other configuration as necessary to provide a seamless PC exchange with the end user.
Perform asset and inventory management on PCs and peripherals in the stockroom.
Perform weekly data center checks that include verifying room cleanliness, network devices are operational, UPS devices are functioning, and no other alarms or alerts are taking place.
Manage asset lifecycle, including asset intake, retirement and disposal.
Support remote end users as needed.
Escalate unresolved issues to management and various technical support teams.