Deskside Support Technician

Phoenix Business Consulting (Intelligent Enterprise); Waco (TX); On-site; USD 28,000 - 41,000; Full time

Job summary

Phoenix Business Consulting (Intelligent Enterprise) in Waco, TX is seeking a Deskside Support Technician to provide comprehensive on-site technical support for campus personnel. Under minimal supervision, you will receive user tickets, document actions, and communicate with users through the life cycle of a ticket.

You will resolve software and hardware issues, install standard applications, support conference rooms, and deploy internal VoIP phones while coordinating with IT groups to ensure

Qualifications

• Resolves intermediate to complex software and hardware problems.
• Installs and configures company standard applications.
• Handles end-user tickets with proper documentation.

Responsibilities

• Provide comprehensive technical support to on-site personnel.
• Perform IMAC tasks (hardware/software upgrades) and data migration.
• Maintain incident management system with current ticket progress.
• Ensure adherence to SLAs and asset management processes.
• Setup and support conference rooms and internal VoIP deployments.
• Communicate with IT infrastructure groups to streamline incidents.

Skills

Problem solving

Customer service

Desktop support

Microsoft 365

Windows OS

VPN (Citrix)

Remote Desktop (Bomgar)

Tools

Bomgar

Citrix

Remote Desktop

Job description

Job Summary

The Deskside Support Technician will provide comprehensive technical support for the clients campus based personnel.

Job Title: Deskside Support Technician

Location: Waco, TX 76712

Mode : Contract (6+ Months)

Job Summary

The Deskside Support Technician will provide comprehensive technical support for the clients campus based personnel.

With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level Clientls including response time and end-user satisfaction.

Principal Responsibilities

• Provide comprehensive technical support services to the Clients onsite personnel, customers and service providers.
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment.
• Maintain incident management system with up to date information on ticket progress
• Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLAs.
• Follow established Asset Management processes
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT Infrastructure support groups to appropriately streamline incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness.
• Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk related processes (build a proactive environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
• Carries out responsibilities in accordance with the organizations policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Clients service providers for escalation and timely issue resolution.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment

Skills

• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Dedication to customer service.
• Excellent teamwork skills
• Excellent desktop support technical skills
• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar)
• Ability to perform root cause analysis and determine appropriate course of action based on result