Deskside Support Technician

2 weeks ago

Hayward, United States High 5 Full time

Job Title: Deskside Support Technician

Location Hayward, CA - 94545 - Onsite from Day1

The Onsite Desktop Support Technician role is to provide a single point of contact for local office end users to receive support and maintenance within the organization's desktop and laptop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure efficient workstation performance. The person will also solve problem areas (in person) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities:

Assisting end users on issues in a timely fashion by creating Incident ticket in ServiceNow and if all techs are busy, the technician enters customer in the queuing system

Monitoring queues for incidents or requests that require resolution.

Escalate to L3 team /Vendors in case assistance is required to resolve any issue.

Prioritizing work based on the impact and urgency of the ticket

Resolution of Incidents within described SLA timelines as agreed for site support services

Track ageing and open tickets and service requests. For open tickets requiring spares and accessories and work closely with asset management team in coordinating them.

Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)

Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.

Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.

Fulfilment of Service Requests where necessary

Track and report status of IMAC requests. Verify completion of IMACs

Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.

Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)

Proactive and regular checks for assets installed in meeting rooms from readiness perspective.

Assist L3 team in various testing being carried out.

User Data Transfer on need basis

Providing information/advice to end-user on usage of Client tools

Creation and modification of knowledge articles on issues which have been resolved

New end user on-boarding hardware setup.

Remove virus from respective desktop / laptop with the antivirus software as per the mentorship from Client central security team

Installation / configuration/ Troubleshooting of e-mail clients

Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and Multi-Function Devices.

Fulfilment of software installations/changes that cannot be automated for remote install

Hardware imaging, deployment, and repair management services.

OS & Standard Software Support on desktops. (Core load, Windows 10, Mac OS). Installation and first level support on business specific applications, installing application and upgrades

When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to the vital 3rd party for collection and disposal.

Follow-up with 3rd party on hardware device replacement where needed

Steady State Asset Refresh (Does not include project activity of bulk device replacement)

Image backup of assets for terminated users

Assist asset management team in sharing the IMAC's for new installations, movement on floors and carrying out physical verification activities.

Replacement of consumables for network printers and reporting issues to the appropriate vendor.

Assist in various customers, internal and external audits

VIP Support ("white glove" service)

Web Meeting support for end user having start up issues and troubleshooting commonly known issues)

End user training and support of key collaboration technologies

Escort third party vendors visiting Client for IT related support activity within Client office

New Switch/Module physical replacement assistance within Client Datacenter based on clearly defined instructions of level 3 infrastructure team

Assist in activity for data/voice Port Deactivation Cases based on clearly defined SOP provided by Level 3 infrastructure team

Moving or securing network cables within the office environment

Assist the Level 3 infrastructure team in physical server refreshes and reboots of devices using standard operating procedure document

Inventory management and labelling of devices within Client office environment

Handling shipping and receiving requests for movement of end devices within Client office

Provide support to VIP users that includes:

Manage Backup of Mac and Windows laptops for VIP Population as per Client process.

Qualifications, Experience and Certifications:

Should have 2-4 years' experience as deskside / Onsite Support / Local IT engineer

Must have knowledge of commonly used end user software's and a solid understanding of hardware products and accessories

Experience configuring workstations to include but not limited to profile information, printers, dual monitors etc.

Good experience in providing hands and feet support for network and datacenter devices

Solid understanding on hardware, software, and networking concepts

Strong customer service skills, written and verbal communication skills

Support mobile devices (Android, IOS)

Microsoft/ A+ certification a plus

Should have some experience with or knowledge of A/v solutions used in conference rooms (TV's, projectors, VoIP telephones, Collaboration software's like MS Teams, Zoom Etc)

  • Published on 30 Sep 2022, 3:27 PM

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