IT Deskside Consultant

Long View Systems • Dallas, TX

102d • $55,000 - $64,999

About The Position

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work! We are looking for an upbeat and proactive Deskside Consultant for a client site in Dallas, TX! In this role, you will contribute to the business in a number of ways including working with end users ranging from entry level to C-level executives with queries related to the supported software, hardware and computing platforms in a professional and courteous manner. This role is onsite at our client location in Richardson, TX.

Requirements

• 5+ years of IT experience with a focus on deskside support, including experience in a lead or supervisory role.
• Proficiency in supporting Microsoft environments, including Office 365, Windows/Linux/Mac OS, and related hardware and software.
• Proven ability to lead and manage a team, with experience in handling escalations and ensuring adherence to SLAs.
• Understanding of ITIL Incident Management and its application in a deskside support environment.
• Experience with ServiceNOW or similar IT service management tools.
• Strong communication and organizational skills.
• Strong diagnostic and troubleshooting skills, with the ability to handle complex technical and data issues independently.

Responsibilities

• Serve as the primary operational lead for deskside support, overseeing the daily activities and performance of deskside consultants.
• Support incident management and change control processes to minimize disruptions within client environments.
• Address and resolve escalations from deskside consultants, providing timely guidance and support.
• Monitor deskside consultant performance to ensure service level agreements (SLAs) are met and client needs are effectively addressed.
• Foster a collaborative and high-performing team environment focused on continuous improvement and customer satisfaction.
• Assist in resolving complex client inquiries and technical issues, ensuring a high standard of service delivery.
• Analyze and report on key performance indicators (KPIs) related to support activities, including ticket volumes, resolution times, and customer satisfaction. Identify trends and recommend process improvements.
• Continuously evaluate and enhance support processes and procedures to improve operational efficiency and service quality.

Benefits

• Comprehensive benefits package including medical/prescription, dental, vision, group life insurance, accidental death & dismemberment insurance, short-term disability, and long-term disability.
• Voluntary benefits with reasonable group rates available through payroll deductions (supplemental life insurance, Flexible Spending Accounts, accident insurance, and critical illness insurance).
• Career growth opportunities including permanent staff positions, paid training, and career life planning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees