Deskside Technician II
About The Position
This position involves troubleshooting and repairing hardware issues, including urgent break/fix replacements and preventative maintenance. The technician will be responsible for troubleshooting hardware issues on end-user devices, utilizing ServiceNow for queue management and ticket follow-up, and escalating unresolved tickets. The role also includes supporting critical projects, performing hardware asset inventories, maintaining consumable device counts, managing spare parts and loaner pools, and supporting IMACR/D requests. Additionally, the technician will engage OEMs for warranty repairs, escort OEM technicians onsite, and provide physical support for network and datacenter incidents. The role may also involve working on child tickets as assigned by higher-level technical staff.
Requirements
- 3 years of relevant industry experience
- Ability to work in a team environment as well as independently
- Ability to communicate technical information -technical audiences
- Excellent verbal and written communication skills
- Ability to complete assignments with no supervision
- Ability to search internally/externally for support information
- Customer-oriented attitude
- Ability to travel locally and in-state to support other sites, if applicable
- Valid driver's license and proof of auto insurance, if travel is required
- Attendance and schedule adherence are requirements of this position
- Continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment
Responsibilities
- Troubleshooting and repairing hardware issues
- Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions
- Preventative maintenance (e.g., lifecycle)
- Troubleshooting HW issues on end user devices
- Proper utilization of ServiceNow
- ServiceNow queue management and Ticket follow-up
- Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party
- Critical project support that involves hardware and/or high-touch user experience
- Perform comprehensive site hardware asset inventory
- Maintain consumable device inventory count
- Conduct spare part and loaner pool management
- Support IMACR/D requests
- Engage OEM for warranty repairs and follow up on status
- Escort OEM technicians onsite when needed
- Assist client with physical support for incidents related to network, datacenter, and other activities as requested
- Work on child ticket as assigned by Level 2/3 client-provided technical staff
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
