Deskside Technician

iVision Scale LLC; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

iVision Scale LLC in Atlanta, GA is seeking a Deskside Technician to serve as a single point of contact for end users in the end-user computing environment. You will install, diagnose, repair, and upgrade devices, provide remote/phone/chat help, and ensure workstation performance.

The role emphasizes onsite support, documentation, MAC handling, and collaboration with network teams to maintain service levels.

Qualifications

• College diploma or degree in computer science or related field.
• ITIL Foundation and CompTIA A+/Net+ certifications desirable.
• Experience supporting Windows and macOS devices.

Responsibilities

• Provide onsite end-user support and maintenance.
• Install, diagnose, repair, and upgrade end-user devices.
• Document incidents, repairs, and MAC requests.
• Collaborate with LAN/ network teams as needed.

Skills

End-user support

Hardware troubleshooting

Windows/macOS support

On-site service

Education

College diploma in computer science or related field

IT certifications (desirable)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Atlanta, GA, US

4 days ago Requisition ID: 1101

Job Description – Deskside Technician

Title

Description

The Deskside Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Responsibilities

• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

Acquisition & Deployment

• Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.

Operational Management

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 1+ year equivalent work experience.
• The following certifications are highly desired
  • ITIL Foundation
  • Comptia A+
  • Comptia Network +
  • Google IT Support Professional
  • HDI Support Center Analyst (HDI-SCA)

Knowledge & Experience

• Excellent technical knowledge of hardware, including Apple, Dell, HP, Lenovo, and others as required
• Excellent technical knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with PC peripheral devices including monitors, docking stations, printers, and others as required to support end-user needs.
• Working technical knowledge of current protocols, operating systems, and standards, including Windows 7+ and macOS 10+.
• Ability to operate tools, components, and peripheral accessories.Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.

Work Conditions

• Availability for onsite work Monday – Friday
• Availability for on-call rotation.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

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