Senior Deskside Support Technician

Flightsafety International Inc.•Columbus, OH

50d•Onsite

About The Position

The Senior Deskside Support Technician is a member of an onsite technical team who provides Tier 2 and Tier 3 IT Support and works directly with the Senior Leadership Team (SLT). This is a predominantly hands-on, customer-facing role, supporting the senior leaders with a high level of autonomy.

Requirements

5+ years of customer-facing deskside support experience
Excellent technical knowledge of PCs and desktop hardware.
Working technical knowledge of network protocols, operating systems, and standards.
Window Desktop Operating Systems
Strong knowledge and experience troubleshooting Microsoft Office Suite
Ability to operate various desktop technology tools, components, and peripheral accessories
Basic knowledge of network infrastructure, including routers, switches, firewalls, and the associated network protocols and concepts
Ability to work independently and in a collaborative, team-oriented environment focused on common goals to achieve mutually beneficial results
Be accountable and responsible for the accuracy and completeness of assigned work and results
Ability to overcome obstacles and handle requests promptly
Prioritize and manage workload and communicate issues clearly
Exhibit the ability to act calmly and competently in high-pressure, high-stress situations
Ability to work in a dynamic and fast-paced environment
Must be a critical thinker with strong problem-solving skills
Exhibit effective verbal and written communication skills

Responsibilities

Perform Tier 2 and Tier 2 escalations to vendors or internal departments and work with the other parties to resolve issues to the satisfaction of the customer with limited supportive guidance
Provide excellent IT concierge support to senior leaders by fulfilling requests, troubleshooting, and resolving intermediate and advanced issues both remotely and onsite
Analyze and diagnose problems, and link them to underlying issues and symptoms to determine a solution
Troubleshoot, install, repair, upgrade, and configure a variety of issues autonomously, including but not limited to hardware, printing, imaging, and software issues
Write technical documentation to communicate "How To" instructions
Coordinate hardware procurement for business leaders and employees through approved company processes to support appropriate IT requirements and facilitate hardware RMA process with OEM via applicable warranty
Develop technical knowledge of each system within the company portfolio and develop specialized knowledge of certain nominated areas
Maintain current and accurate hardware inventory list for IT equipment
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Support the indirect development of others; Train and cross-train team members as assigned; Lead by example and help support others through training, feedback, and encouragement
Consistently execute deskside support responsibilities promptly; look for ways to improve results
Navigate relationships through rapport and a proven track record of meeting customer needs
Display control and flexibility in complex or stressful situations; understand how to reprioritize requests to deliver results
Work to understand customer needs and provide recommendations to get ahead of potential issues
Participate in special projects as assigned
Travel when required.