Deskside Support Technician

Bell Techlogix, Inc.•Hampton, VA

6d•Onsite

About The Position

The Deskside Support Technician role performs service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact.

Requirements

High school diploma or equivalent.
Experience with Microsoft operating systems.
Experience with Microsoft Office Suite.
Experience with Active Directory (AD) and imaging software.
Client-required certifications, as applicable.
Strong verbal and written communication skills.
Ability to explain technical or product information effectively to a variety of audiences.
Ability to work independently and effectively as a member of a team.
Strong interpersonal and relationship-building skills.
Strong attention to detail and organizational skills.
Strong customer service skills.
Must successfully pass pre-employment, post-offer background check and drug screen.
Must maintain a valid driver’s license, with a reliable vehicle and maintain proper insurance while employed.
Must maintain required security clearance, as needed.
Must maintain required certification levels.

Nice To Haves

College degree in a related field.
1–3 years of technical or related experience. Relevant education may be considered in lieu of technical experience.

Responsibilities

Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
Primarily provides Tier 1 level support; may provide Tier 2 level support as needed.
Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
Processes timely and accurate information to ensure compliance with vendor warranty requirements.
Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
Adheres to client policies and procedures while maintaining the integrity of the customer’s data.
Maintains and updates work order tickets in client’s ITSM tool.
Coordinates across multiple departments/vendors to provide support.
Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates.
Interacts with the customer when responding to technical questions or requests for information.
Maintains regular attendance.
Other duties as assigned by management.