Onsite End-User Tech Support Specialist

ivision

Atlanta (GA)

On-site

USD 50,000 - 65,000

Full time

14 days+

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Job summary

ivision is seeking a Deskside Technician to provide hands-on support for end-user computing across our organization. You will install, diagnose, repair, and upgrade workstations, laptops, printers, and peripherals to maintain optimal performance.

You will troubleshoot via on-site, remote, phone, or chat, document incidents, and work with LAN teams to ensure reliable end-user services. A strong hardware background and knowledge of Windows and macOS are essential.

Qualifications

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)

Responsibilities

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