Deskside Support Technician

Titan Technologies Career•Niceville, FL

33d•Onsite

About The Position

TelaForce, a Titan Technologies company, is seeking a Deskside Support Technician to join our Asset Management and Field Operations team. In this role you will work on-site and travel to multiple client sites to provide desktop/laptop and mobile device support and deployment, network troubleshooting, as well as hardware/software peripheral installation and troubleshooting in an educational environment. Duties & Responsibilities: Provide deskside support for currently deployed and newly issued IT assets including installing, configuring, diagnosing, repairing, maintaining, and upgrading all hardware and software, while ensuring optimal performance (via in-person, telephone, email and/or remote desktop connection as applicable). Ensure devices are configured correctly, secure, and functioning efficiently as directed by the Team Lead, Manager, or Program Manager. Provide technical assistance and step-by-step solutions to end-users, when required, to remedy computer related issues. Troubleshoot computer components and support replacement of hardware and software in a timely and accurate manner. Install, configure and operational-check software including Operating Systems (OS), Microsoft Office Suite software, and other standard software packages identified on the acceptable use list. Use exceptional interpersonal skills to handle multiple open issues and interface with customers at all levels with urgency, attention to detail, and great enthusiasm. Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary. Adhere to Service Level requirements and performance targets while providing high quality customer service. Respond to and coordinate requests for computer moves, adds and changes. Report and coordinate changes in configurations to the Asset Manager and other departments as appropriate. Update all incident records and service requests, following Help Desk procedures, into the ticket-tracking system as applicable. Perform other duties as assigned by the Team Lead, Manager, or Program Manager. Adhere to all customer, company, and departmental policies.

Requirements

1-2 years of technical support or a combination of college and work experience
Expertise in PC and Apple devices and systems relating to both hardware, software, and peripherals
Proficiency in Apple devices running iOS and iPadOS.
Excellent verbal and written communication skills
Outstanding customer service skills
Ability to handle high priority problem calls and interface with a variety of clients while accurately documenting technical issues and steps taken to resolve them
Strong organizational skills with the ability to manage priorities and workflow in a fast-paced environment
Versatility, flexibility, and a willingness to work with constantly changing priorities
Ability to know when to escalate issues to the next service center group
Be able to repetitively lift up to 50 lbs.
Must have reliable transportation and valid driver’s license

Nice To Haves

MCDST certification
A+ certification
Microsoft Certified Professional
Dell certified technician
Apple certified technician

Responsibilities

Provide deskside support for currently deployed and newly issued IT assets including installing, configuring, diagnosing, repairing, maintaining, and upgrading all hardware and software, while ensuring optimal performance (via in-person, telephone, email and/or remote desktop connection as applicable).
Ensure devices are configured correctly, secure, and functioning efficiently as directed by the Team Lead, Manager, or Program Manager.
Provide technical assistance and step-by-step solutions to end-users, when required, to remedy computer related issues.
Troubleshoot computer components and support replacement of hardware and software in a timely and accurate manner.
Install, configure and operational-check software including Operating Systems (OS), Microsoft Office Suite software, and other standard software packages identified on the acceptable use list.
Use exceptional interpersonal skills to handle multiple open issues and interface with customers at all levels with urgency, attention to detail, and great enthusiasm.
Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
Adhere to Service Level requirements and performance targets while providing high quality customer service.
Respond to and coordinate requests for computer moves, adds and changes.
Report and coordinate changes in configurations to the Asset Manager and other departments as appropriate.
Update all incident records and service requests, following Help Desk procedures, into the ticket-tracking system as applicable.
Perform other duties as assigned by the Team Lead, Manager, or Program Manager.
Adhere to all customer, company, and departmental policies.