Deskside Support Technician
About The Position
The Deskside Support Technician is responsible for managing an assigned service zone to ensure service calls are completed within the Service Level Agreement while adhering to company policies. This role involves troubleshooting and repairing IT hardware in retail and office settings, managing service parts, and providing exceptional customer service. Technicians will edit web-based service tickets, providing detailed updates on status, notes, resolutions, and equipment information. Performance is measured by SLA achievement, customer service scores, inventory accuracy, safety, compliance training, and service call management. The role also requires maintaining vehicle orderliness and adhering to maintenance schedules, with a strong focus on safety, including maintaining a safe driving record. Additional duties may include ad hoc IT hardware installations, supporting cabling projects, and staging/integration services, which may involve travel. Extensive driving in a company vehicle is required.
Requirements
- Manage assigned service zone to ensure service calls are completed within the Service Level Agreement
- Troubleshoot and repair failed IT hardware
- Pick up and drop off service parts
- Provide exceptional customer service
- Edit web-based service tickets
- Maintain spare and parts inventory in van
- Record accurate usage of service parts
- Adhere to inventory control practices and standards
- Keep vehicle orderly, clean, and maintained
- Focus on safety at all times
- Maintain a safe driving record
- Complete IT hardware installation tasks
- Support cabling projects
- Complete staging / integration services of IT hardware
- Extensive driving required in company provided vehicle
Responsibilities
- Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
- Troubleshoot and repair failed IT hardware in retail store and/or office settings
- Pick up shipped good service parts and drop off defective service parts on a timely basis
- Provide exceptional customer service
- Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
- Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
- Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
- Focus on safety at all times -- including maintaining a safe driving record
- Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
- Complete staging / integration services of IT hardware as needed
- Installation or cabling projects may require travel
- Extensive driving required in company provided vehicle
- May be assigned other duties as needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
