Deskside Technician II
About The Position
This position involves troubleshooting and repairing hardware issues, including urgent break/fix replacements, preventative maintenance, and troubleshooting hardware issues on end-user devices. The role requires proper utilization of ServiceNow for queue management and ticket follow-up, escalating unresolved tickets, and providing critical project support. Additionally, responsibilities include hardware asset inventory, consumable device inventory management, spare part and loaner pool management, supporting IMACR/D requests, engaging OEMs for warranty repairs, and escorting OEM technicians onsite. The technician will also assist with physical support for network and datacenter incidents and work on child tickets as assigned. This role requires the ability to travel locally and in-state, a valid driver's license, and involves continuous walking, bending, and lifting equipment up to 50 pounds.
Requirements
- 3 years of relevant industry experience
- Ability to work in a team environment as well as independently
- Ability to communicate technical information to 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
- 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
