Senior Deskside Support Technician

Core BTS; Lyons (Berks County); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Deskside Support Technician to join their team in Lyons, PA. This role is pivotal in providing exceptional customer-facing technology support, requiring a proactive individual with a strong troubleshooting background. You will be responsible for diagnosing and repairing hardware and software issues, ensuring a seamless experience for end users. This position offers the opportunity to work independently and collaboratively, contributing to various projects while maintaining high service standards. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Qualifications

• 5-7 years experience in a Windows environment.
• Strong customer service and troubleshooting skills.
• Ability to communicate technical information effectively.

Responsibilities

• Provide 2nd level escalation support and perform advanced diagnostics.
• Document incidents and create Knowledge Base Articles.
• Coordinate logistics for asset movement and provide on-site support.

Skills

Troubleshooting

Customer Service

Windows 10

Windows 11

Citrix Environment

Network Support

Education

Associate's Degree

CompTIA A+ Certification

CompTIA Network+ Certification

Tools

MS Office

Ticket Tracking System

Job description

Job Description

Job Description

Title:Sr. Deskside Support Technician ONSITE in Lyons, PA (Subcontract at NRI Client)

Through NRI Resource Management Services (RMS), we offer custom talent solutions to help our clients meet their evolving technology and business needs. We help effectively match the right technology professional to their organization, recruiting for contract, contract-to-hire, and direct roles. Our client in (area/region) has an immediate need for a (job title). Please note that this is a (contract/contract to hire/direct hire) opportunity with our client and NOT with NRI.

Job Description:

A Senior Deskside Support Technician is a highly motivated and experienced individual responsible for all customer-facing technologies.A Senior Deskside Support Technician needs to be able to operate in a fast-paced environment with minimal supervision. Needs to work well both independently and in teams to solve challenging IT support issues and is a great troubleshooter who can identify improvement opportunities.

Responsibilities Include:

Provide 2nd level escalation support to the Deskside Support Technician and Service Desk.

Perform advanced diagnostics and repairs on desktops, laptops, printers, and other peripheral devices.

Provide remote and on-site troubleshooting for hardware and software support to end users on a variety of issues.

Follow up on outstanding requests and ensure timely resolution.

Document Incidents with detailed break-fix steps and resolution in the ticket tracking system.

Creating Knowledge Base Articles

Work with Executive Management, providing a white glove service where necessary.

Participate with new project(s) testing and deployment/delivery.

Work with vendors as it pertains to software and hardware troubleshooting, repair, and replacement.

Coordinate the logistics of and conduct the movement of assets and equipment to various clients' facilities when needed.

Travel to client sites as needed to provide support.

Other duties outlined by Information and Technology Management.

Qualifications:

Associates degree or higher and/or equivalent 5-7 years experience in working in a Windows environment.

CompTIA A+ and Network + Certifications

Sound knowledge of Windows 10, Windows 11, Citrix Environment, and all standard MS Office software systems.

Possess knowledge of workstation administration and management, including imaging.

Basic network support experience to include account administration in an active directory environment.

Strong customer service and troubleshooting skills.

Excellent analytical, oral, and written communication, presentation, and problem-solving skills.

Ability to communicate technical information, both verbal and written, to a wide range of end users.

Ability to gain internal support and to operate independently without supervision.

Must have the ability to establish a solid working relationship with end users, technical staff, managers, and peers.