Deskside Support Technician

FlightSafety International•Grapevine, TX

22h•Onsite

About The Position

The Deskside Support Technician is a member of an onsite technical team that works in consultation with the Regional IT Manager to help teammates and customers at FlightSafety's learning center locations. This is a predominantly a hands-on role, facing both internal and external customers with a high level of autonomy. Excellent responsiveness, prioritization, communication, record keeping, and customer service skills are essential for this position.

Requirements

Associates degree or equivalent work experience in lieu of degree.
3+ years of customer facing deskside support experience.
Excellent technical knowledge of PCs and desktop hardware.
Working technical knowledge of network protocols, operating systems, and standards.
Window Desktop Operating Systems
Strong knowledge and experience troubleshooting Microsoft Office Suite.
Ability to operate various desktop technology tools, components, and peripheral accessories.
Basic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and concepts
Ability to work in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial results
Be accountable and responsible for the accuracy and completeness of assigned work and results
Prioritize and manage workload and communicate issues clearly
Exhibit the ability to act calmly and competently in high-pressure, high-stress situations
Must be a critical thinker with strong problem-solving skills
Exhibit effective verbal and written communication skills

Responsibilities

Provide excellent IT support to customers by fulfilling requests, troubleshooting, and resolving intermediate issues both remotely and onsite with a positive customer service focused attitude.
Analyze and diagnose problems, and link them to underlying issues and symptoms to determine a solution; identify what issues should be escalated and what can be resolved personally.
Troubleshoot, Install, repair, upgrade, and configure a variety of issues autonomously including but not limited to hardware, printing, imaging and software issues.
Perform escalations when necessary to vendors or internal departments and works with the other parties to resolve issues to the satisfaction of the customer.
Coordinate hardware procurement for customers through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warranty.
Maintain current and accurate hardware inventory lists for IT equipment; provide recommendations to Managers if issues
Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas.
Coordinate with Manager of Deskside Support and Regional IT Managers in performing maintenance and updates to local network and server infrastructure.
Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
This position also requires performing duties outside normal business office hours on an "as needed" basis.
Travel when required