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Deskside Support Technician

2 months ago

Auburn, United States TRC Talent Solutions Full time

Job Summary: Reporting to the Regional IT Customer Service Desk Manager, the Corporate Technical System Administrator (TSA) is responsible for hands-on hardware and software technical support. This role involves managing desktop support and minor server/network administration to ensure business continuity. The TSA serves as an escalation point, site lead, and subject matter expert for junior technicians.

Essential Duties and Responsibilities:

  1. Define, document, and maintain troubleshooting procedures for supported desktop technologies, applications, and warehouse systems.
  2. Service and maintain audio-visual equipment.
  3. Handle PC/iPad procurement, distribution, recovery, and disposal.
  4. Maintain accurate equipment records and participate in budget requirements.
  5. Manage incidents/requests using ServiceNow ITSM tool.
  6. Document all service management incidents and requests.
  7. Acknowledge and triage incidents promptly, escalating when necessary.
  8. Participate in on-call rotations for support coverage.
  9. Provide exceptional customer service to associates.
  10. Troubleshoot software, printer, and connectivity issues.
  11. Provide first-line support for Warehouse Automation technologies.
  12. Lead IT initiatives at the market center level.
  13. Act as the primary escalation point during system outages.
  14. Ensure security threats and vulnerabilities are addressed.
  15. Occasional local and national travel may be required.


Competencies:

  1. Support Continuous Improvement
  2. Solve Problems Through Collaboration
  3. Execute Results - Administrative
  4. Plan and Prioritize
  5. Communicate Effectively
  6. Demonstrate Professionalism
  7. Deliver Customer Satisfaction - Administrative


Qualifications:

  • Bachelor's degree in computer science, Information Technology, or related field preferred.
  • 5-7 years of experience in information security, IT, and IT Service Management
  • Strong understanding of network troubleshooting, design, TCP/IP, VLANs, and routing.
  • Technical skills in vulnerability assessment, networking, operating systems, and incident response.
  • Familiarity with ITIL foundational structures.
  • Excellent communication and interpersonal skills.
  • Relevant IT certifications such as A+, Security+, Network+, ITIL, Microsoft MCP/MCSE are advantageous.