Deskside Support Engineer - Kansas City

Allied Digital; Kansas City (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

Allied Digital in Kansas City, MO seeks an experienced on-site IT support specialist to deliver operational and technical support to end users. The role focuses on EUC troubleshooting, Windows 10/11 deployment, O365 support, and VIP service in a fast-paced client environment.

You will resolve incidents, manage hardware and software issues, and coordinate with sales, operations, and branch offices to meet SLAs.

Qualifications

• Requires 3+ years of related work experience.
• Strong imaging tools knowledge (Ghost, MDT).
• Data backup/recovery tools experience (USMT).
• Experience deploying Windows 11 in large enterprises.

Responsibilities

• Provide onsite support to Authorized Users per SLAs.
• Resolve incidents and problems with EUC equipment.
• Troubleshoot proactively to prevent incidents.
• Assist users with LAN/WAN access and print/file services.
• Repair and maintenance for mobile devices.
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors).
• Provide software break/fix and replacement of non-warranty assets.
• Provide network printer and scanner connectivity and IP configuration.
• Offer VIP/white-glove executive support.
• Configure and support end users on mobile computing platforms.
• Create and manage printer configurations per requests and SLAs.
• On-site hardware support for end-user computing techs.
• Maintain timely communication with sales/ops/branch teams.
• Use problem management database to track customer calls.
• Explain technical information to both technical and non-technical audiences.
• Support/Troubleshoot Win10 OS and O365.
• SCCM client installation and troubleshooting knowledge.
• Nice to have ServiceNow experience.
• 100% onsite at client office location.
• Other deskside support duties as needed.

Skills

On-site support

EUC support

Windows 10/11

O365

VIP support

Tools

SCCM

ServiceNow

Ghost imaging

Job description

Essential duties for the position include, but are not limited to the following:

• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
• Resolve incidents and problems associated with EUC equipment
• Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
• Support Authorized Users in connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
• Provide repair and maintenance for mobile devices
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide software break/fix services and replacement of non-warranty assets for end users
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
• Provide VIP/White-glove, executive level support
• Provide warranty and break/fix support for networked printers
• Configure and support end users on mobile computing platforms
• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
• Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
• Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
• Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
• Utilize problem management database and systems to track and report on customer calls and requests.
• Communicate technical information to technical and non-technical team and customers.
• Support/Troubleshoot Win10 OS and O365.
• SCCM client end installation and troubleshooting knowledge
• Nice to have ServiceNow experience.
• 100% onsite - working from client office location.
• Other Deskside support services as required.

Experience

• Requires 3+ years of related work experience
• Sound knowledge of imaging tools (Ghost, MDT)
• Sound knowledge of data backup and recovery tools (USMT)
• Installing, upgrading, and migrating to Windows11
• Deploying Windows 11 in large enterprises
• Configuring hardware and applications
• Configuring network connectivity
• Configuring access to resources
• Configuring mobile computing
• Monitoring and maintaining systems that run Windows 10