Deskside Support Technician II

Your Roles and Responsibilities:

• Engage in client-facing support with the utmost professionalism and customer service
• Ensure that SLAs and daily deliverables are met including ticket updates
• Follow all policies, standards or safety guidelines that the client requires
• Provide professional level assistance in all assigned locations and remote assistance to Level 1 Technicians
• Assist in performing physical installation, repair, maintenance, and testing activities as directed with meticulous attention to driving and maintaining the highest quality standards
• Help users with performing card/driver updates, adds, or replacements, software upgrades, and associated testing
• Onsite troubleshooting of user and office IT equipment to include network troubleshooting
• Perform resets/reimages of client hardware
• Assist users with ordering hardware ordering and setups
• Provide instructional guidance to users in a detailed yet concise manner
• Review, create, and maintain the Knowledge Base documentation
• Complete IoT deployments and troubleshooting at assigned locations and remote troubleshooting to other locations
• Driving and monitoring IoT deployments to meet deadlines
• Champion program objectives and ensure compliance of procedures
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position.

Required Qualifications/Skills:

• High school diploma or general education degree (GED) and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
• (Preferred) Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
• Ability to think and work independently
• Excellent written and oral communication skills and strong customer service skills
• Experience with spreadsheets, workflow and project management applications, and administrative software applications
• Demonstrate a basic understanding of IT terminology and troubleshooting

Physical Demand & Work Environment:

• Must be able to sit, stand, stoop and bend for extended periods of time
• Must have dexterity of hands and fingers to operate a computer keyboard, mouse, tools and to handle other office equipment
• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers