Deskside Support Technician

Vontier•Altoona, PA

1d•Onsite

About The Position

The Deskside Support Technician handles day-to-day on-site support for Vontier IT Shared Services and serves as a point of contact for the organization. The role provides hands-on troubleshooting and repair, fulfills new device orders and replacements, and partners with L2 and L3 teams to provide hands-and-eyes support for on-premises equipment. The technician participates in daily management discussions and maintains assigned tickets in the Vontier IT Service Desk Plus ticketing platform. They ensure physical equipment is correctly configured and performing optimally, and that end-user tickets are fulfilled in a timely manner. The role may require work after hours, on weekends, and on holidays. Associates must comply with the Vontier Standard of Conduct. The role supports on-site staff and partners with hardware and software issues, promotes the IT Service Desk as the initial contact for IT concerns, fulfills IMACD requests, and maintains asset records according to the Asset Management process. The technician ensures tickets are documented, classified, and prioritized according to service-level agreements; participates in user acceptance testing for new service offerings; provides recommendations for training, implementation, and testing of new technologies; and stays current with ITIL best practices.

Requirements

Bachelor's degree in a computer-related subject, equivalent work experience, or appropriate professional certifications.
Typically, five years of IT work experience.
Strong understanding of Windows operating systems.
Basic understanding of networking concepts and protocols.
Good verbal and written communication skills.
Strong Microsoft Office skills.
High degree of integrity and accountability.
Flexible and adaptable to evolving projects.
Team player comfortable in a fast-paced, pressurized, dynamic environment.
Analytical approach and keen attention to detail.
Ability to work unsupervised while understanding team interdependencies.
Ability to take responsibility for workload.
Service-oriented approach.
Ability to lift 50 pounds.
Ability to walk and/or stand for lengthy periods.

Nice To Haves

Linux and Mac OS knowledge.

Responsibilities

Provide hardware and software support for on-site staff and partners.
Promote the IT Service Desk as the initial point of contact for IT concerns.
Provide recommendations for training, implementation, and testing of new technologies.
Fulfill IMACD requests.
Maintain asset records in accordance with the Asset Management process.
Ensure tickets are appropriately documented, classified, and prioritized according to service-level agreements.
Participate in user acceptance testing for new service offerings.
Stay up to date with ITIL best practices.
Perform hands-on troubleshooting and repair, fulfill device orders and replacements, and provide hands-and-eyes support for on-premises equipment with L2 and L3 teams.
Participate in daily management discussions and maintain assigned tickets in the Vontier IT Service Desk Plus platform.
Ensure physical equipment is correctly configured and performing optimally and fulfill end-user tickets in a timely manner.
Act as a point of contact for Vontier IT Shared Services.
Comply with the Vontier Standard of Conduct.