Deskside Support Technician
2 weeks ago
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:
- Define, document, and maintain troubleshooting procedures for supported desktop technologies, applications, and warehouse systems.
- Service and maintain audio-visual equipment.
- Handle PC/iPad procurement, distribution, recovery, and disposal.
- Maintain accurate equipment records and participate in budget requirements.
- Manage incidents/requests using ServiceNow ITSM tool.
- Document all service management incidents and requests.
- Acknowledge and triage incidents promptly, escalating when necessary.
- Participate in on-call rotations for support coverage.
- Provide exceptional customer service to associates.
- Troubleshoot software, printer, and connectivity issues.
- Provide first-line support for Warehouse Automation technologies.
- Lead IT initiatives at the market center level.
- Act as the primary escalation point during system outages.
- Ensure security threats and vulnerabilities are addressed.
- Occasional local and national travel may be required.
Competencies:
- Support Continuous Improvement
- Solve Problems Through Collaboration
- Execute Results - Administrative
- Plan and Prioritize
- Communicate Effectively
- Demonstrate Professionalism
- 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.
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