Deskside Technician II

Pomeroy•Flower Mound, TX

2d•Onsite

About The Position

The Deskside Technician II is a Level 2 Deskside Support role within Manage Services. This role’s core function is to provide top-of-the-line service to end users and the client to ensure we are meeting their service needs. This role’s location is specific to the location in the Job Listing.

Requirements

1-3 years help desk experience required.
Advanced computer skills required.
Familiarity with devices within an enterprise environment.
Experience working with Windows OS versions 7-11 and Mac OS.
Demonstrates excellent verbal communication and writing skills.
Demonstrates good customer service skills and motivation.
Must be responsible and dependable.
Must have reliable transportation.
Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.
Ability to work well with various people from staff to high-level administrators.
Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.

Nice To Haves

1-2 years AV Support preferred.
CompTIA A+ preferred.
Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.

Responsibilities

Identifies, researches, and resolves technical problems.
Responds to help desk tickets and escalations.
Required to meet the monthly metric standard for 150 tickets (200 Goal) closed a month.
Required to meet the monthly metric standard of 0 tickets breached SLA/OLA for incident requests.
Provide walk-in support on-site to end users.
Assist with AV Support as necessary.
Provide Smart hands assistance to Level 3 support teams (Networking, AV, etc.).
Assist with asset disposition.
Organize, track, and update Assets accordingly (Asset Management).
2nd POC for escalated/expedited requests.
Assisting with on-site projects for the client.