Sr. Deskside Support Analyst

GuideIT•Fort Worth, TX

8d•Onsite

About The Position

This technology support position requires teamwork, communication, and a passion for working directly with end users. The end user/deskside support technician will work with cross-functional teams at an onsite customer facility. This is a VIP heavy environment which requires a strong emphasis on professionalism, competence, and timely responsiveness. Only local candidates will be considered.

Requirements

Min. 6 years of direct customer IT support
Ability to adapt to new technology as it is introduced into the environment
Windows 11
Ability to troubleshoot hardware/software issues on laptops and desktops
Cisco phone experience
Basic audio/visual experience
Basic Active Directory experience
Applies knowledge of networking fundamentals; basic security and wireless concepts; routing and switching fundamentals; the TCP/IP and OSI models; IP addressing; WAN technologies; NAT, DHCP and DNS; understanding VoIP and configuring simple networks.
Applies strong technical skills, effective communication skills, and is responsive to customer needs.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to communicate and support users at the executive level.
Willing to take on responsibilities for projects.
Ability to travel to remote locations for annual support.
Ability to lift to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.
Frequent overhead reaching and bending/crouching.

Nice To Haves

Some college or college degree preferred
Microsoft Certified Professional (MCP) certification is preferred
CompTIA A+ Certification is preferred
Ability to mentor Jr Deskside Support associates

Responsibilities

Provide direct End-User Computing support for users at all offices and remote sites.
Provide outstanding customer support to End Users on all information systems used.
Perform Request, Incident, Change and Problem Management processes within Service Level expectations (i.e., priority / escalation norms) in Service Management tools.
Deliver Service Desk ticketing, client response, and troubleshooting.
Maintain a general understanding of corporate structure and an awareness of business workflow in each department to leverage this understanding to prioritize tickets or tasks, trigger follow-ups or proactively prevent incidents from occurring.
For VIP users, proactively communicate and deliver support at outstanding levels.
Perform Mobile Device Management, and Administrate Directory Services as assigned.
Facilitate & maintain an accurate & ready IT Asset Inventory at major offices.
Support Infrastructure, Application, and Security Maintenance & Projects as required.
On-call flexibility.
Provide on-call support if required outside of business hours.