Desktop Support

TechDigital Group; Madison (WI); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Onsite Support Technician to deliver exceptional end-user support. In this role, you will be responsible for installing and configuring hardware, troubleshooting technical issues, and ensuring a seamless user experience. Your expertise will help identify and resolve potential problems, manage support tickets, and collaborate with vendors and internal teams. This position offers the opportunity to work in a dynamic environment where your contributions will directly impact user satisfaction and operational efficiency. If you have a passion for technology and customer service, this role is perfect for you.

Qualifications

• 1-3 years of technical experience in end-user support.
• Strong problem-solving skills and customer service orientation.

Responsibilities

• Provide customer-facing end-user support and technical assistance.
• Install and configure desktops, laptops, and mobile devices.
• Manage ticket queue and coordinate with vendors for support.

Skills

Customer Service

Technical Support

Desktop Support

Hardware Installation

Software Configuration

Problem Solving

Education

High School Diploma

Associate Degree in IT

Tools

Ticketing Systems

Remote Support Software

Job description

As an Onsite Support Technician with a minimum of one to three years of technical experience in providing quality services to the end users, the following are key roles and responsibilities:

1. Provide customer facing end-user support that includes:
2. Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
3. Perform break fix, desk side support, IMACD's, data migration, refreshes, etc.
4. Perform onsite updates, configuration changes, or software installations.
5. Provide onsite technical assistance to end users.
6. Identify potential issues that could adversely impact end user experience and follow through on action steps to prevent.
7. Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
8. Coordinate with vendors for provision of end-user support (e.g. hardware vendor technicians for warranty repair/replacement).
9. Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
10. Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
11. Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts, and stand-by support.
12. Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
13. Provide on-call support if required outside business hours on a rotational basis.
14. Provide hand and feet support for network data and voice devices.