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Deskside Support Specialist

1 month ago

Portland, Oregon, United States Tekfortune Inc Full time
Job Description

At Tekfortune Inc, we are seeking a highly skilled Deskside Support Specialist to join our team. As a key member of our IT support team, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities:

  • Perform installs, moves, adds, and changes (IMACs) of hardware and software as required.
  • Become familiar with local and regional infrastructure, key contacts, and escalations regarding other teams in the business.
  • Provide break-fix support for a wide range of hardware and software, including site-specific software competency.
  • Demonstrate outstanding understanding and communication when working with clients.
  • Work with vendors to add, change, or remove account contracts.

Requirements:

  • Highly knowledgeable (L1+ skills, 5+ years' relevant experience) in desk-side support function in large, fast-paced, and demanding enterprise environments.
  • Must be highly motivated and able to work independently and adhere to scheduled shifts responsibly.
  • Very strong customer service mindset with a focus on achieving high customer satisfaction.
  • Very strong English written and verbal communication skills, including proper grammar and professional language suited to customer communication.
  • Should be able to analyze and prioritize workload in queue to ensure response and resolution times are within SLAs and meet customer expectations.

Preferred Skills:

  • Customer service skills.
  • Comfortable working with people in a professional setting.
  • Able to work with multiple vendors and build work relationships with them.
  • Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion.
  • Good presentation and communication skills, along with the ability to handle critical situations.
  • Expert on MS Office products, including Skype for Business.

Additional Requirements:

  • Experience-based Windows 10 support.
  • BitLocker encryption.
  • Configuration/imaging.
  • Crash/BSOD resolution.
  • Installation environment.
  • General Windows OS troubleshooting.
  • Hardware support and troubleshooting.
  • Troubleshooting hardware issues.
  • Replacing desktop/laptop hardware.
  • Installation of peripheral devices.
  • Microsoft Office proficiency.
  • Proficiency in Word, Excel, Teams, Outlook, Access, PowerPoint (usage and support).
  • Visio, Project (support).
  • Able to create documentation and contribute to KB articles.
  • O365 support.
  • Basic network troubleshooting.
  • Experience working with basic network hardware (switches).
  • Troubleshooting connectivity issues.
  • Thorough understanding of wireless/wired networks.
  • Experience-based iPhone/iPad support.
  • Providing tips and suggestions to better utilize mobile devices to customers.
  • Working knowledge of troubleshooting iOS issues.
  • Comprehension of how mobile devices affect the workplace.
  • Able to identify hardware issues on mobile devices.
  • Able to pass our vendor's (GSX) certification for basic hardware repair.

Work Location: Portland, OR