Deskside Support Specialist

2 weeks ago


Milpitas, California, United States The Rockridge Group Full time
Job Overview

We are seeking a skilled Deskside Support Technician to join our team at The Rockridge Group. As a key member of our IT support team, you will be responsible for providing top-notch technical support to our clients, ensuring their computer hardware and software issues are resolved efficiently and effectively.

Key Responsibilities
  • Provide technical support for PC and MAC platforms and operating systems
  • Respond to dispatched assignments, including installation, repair, and maintenance of desktop computer hardware and peripherals
  • Implement computer replacement program initiatives, including system level migrations, data migrations, and application install and configuration on PC and MAC systems
  • Work independently on assignments and report progress to your supervising manager
  • Coordinate and manage equipment and part needs for dispatched service requests and coordinate those requests directly with the client
  • Facilitate 100% of closures for all requests within the CRM tool on the day they are resolved or fulfilled
  • Manage assets and take detailed notes utilizing CRM tools or applications
  • Provide regular feedback consistent with the needs of the team and environment for ongoing improvements
  • Support AV events and triage AV equipment issues
  • Keep certifications and training updated
Requirements
  • 3+ years of experience in a Windows and Mac environment within an L2 Deskside Support role
  • Customer service experience and ability to work directly with customers
  • Technical authorization with CompTIA or equivalent
  • Technical authorization with one or more of the following manufacturers: Apple, Dell, HP, Toshiba, Lenovo, ASUS
  • Sound technical background with a minimum of 3+ years of professional experience in a Service or IT environment
  • Able to multitask and prioritize multiple projects
  • Good interpersonal and organizational skills
  • Dependable and able to meet deadlines consistently
  • Ability to work under pressure and adapt to a changing environment
  • Ability to troubleshoot and resolve complex hardware and software issues
  • Excellent communication skills
  • General knowledge of gSuite or Microsoft office
  • 3+ years of experience supporting one or more operating systems such as Mac OSX, Windows 10
  • Experience with Mobile Devices and Operating Systems (iOS/Android) is beneficial


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