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Onsite Technical Support Specialist

2 months ago

Philadelphia, Pennsylvania, United States Forhyre Full time
Job Overview

We are seeking an Onsite Desktop Support Engineer to deliver technical support to our clients. Your role will involve assisting with the installation, upgrading, and troubleshooting of hardware and software systems.

If you possess strong technical skills and enjoy aiding end users, we would like to connect with you. Success in this position requires a problem-solving mindset and the ability to convey clear technical guidance.

Familiarity with remote troubleshooting methods is also essential.

Ultimately, your goal will be to provide timely and accurate customer service, enhancing client satisfaction.

Note:

U.S. citizens and individuals authorized to work in the U.S. are encouraged to apply. Sponsorship is not available at this time.

This position may require onsite presence and travel to various project or client locations.

Key Responsibilities
  • Serve as the primary contact for local office end users to receive support and maintenance within the desktop and laptop computing environment.
  • Install, diagnose, repair, maintain, and upgrade all hardware and equipment, including PCs, terminals, printers, and scanners, to ensure optimal workstation performance.
  • Address problem areas in person in a timely and accurate manner while providing end-user assistance as needed.
  • Monitor incident queues for requests requiring resolution.
  • Escalate issues to the L3 team or vendors when additional assistance is necessary.
  • Identify system issues, diagnose standard software problems, and report hardware issues to the respective vendors.
  • Prioritize tasks based on the impact and urgency of tickets.
  • Adhere to client policies and guidelines, including desktop/laptop naming conventions and equipment disposal protocols.
  • Coordinate with the asset management team for open tickets requiring spare parts and accessories.
  • Manage the incident lifecycle, including documenting work notes and detailing incident resolutions.
  • Fulfill service requests as necessary.
  • Track and report the status of IMAC requests.
  • Verify the completion of IMACs.
  • Facilitate end-user equipment installations, moves, and changes (IMAC) requests.
  • Install new or enhanced hardware, software, peripherals, and configurations.
  • Transfer user data as needed.
  • Provide hardware support for desktops, laptops (Windows/Mac), thin clients (Windows and Linux), printers, and scanners.
  • Manage hardware imaging, deployment, and repair services.
  • Ensure proper de-installation of equipment, including data erasure and disposal, and update the asset tracking system accordingly.
  • Assist the asset management team with IMACs for new installations and physical verification activities.
  • Replace consumables for network printers and report issues to the appropriate vendor.
  • Provide VIP support as needed.
  • Manage inventory and labeling of devices within the office environment.
  • Handle shipping and receiving requests for the movement of end devices.
Qualifications
  • Demonstrated experience as a Desktop Support Engineer, Technical Support Engineer, or a similar role.
  • Hands-on experience with Windows, Linux, and Mac OS environments.
  • Proficient knowledge of office automation products and computer peripherals, such as printers and scanners.
  • Understanding of network security practices and anti-virus software.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Excellent problem-solving and multitasking abilities.
  • Customer-oriented mindset.
  • No formal qualifications required, provided you have relevant experience.