Senior Deskside Support Technician
FlightSafety•Orlando, FL
•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
- Associates degree or equivalent work experience
- 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 3 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
