Deskside Support Specialist (Onsite)

Chedraui USA Store Support Center - Commerce, CA

POSITION SUMMARY:

The Deskside Support Specialist is responsible for on-site technical support to end-users within the organization. This role plays a crucial part in ensuring that employees have the necessary technology and technical assistance to perform their job functions efficiently. As a Deskside Support Specialist, you will ensure that end-users have access to reliable, well-maintained hardware and software, promptly resolving technical issues to minimize disruptions to the organization's operations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Technical Support:

• Provide on-site technical support to end-users.
• Resolve hardware and software issues, ensuring timely and effective solutions.
• Address requests based on urgency and impact on business operations.
• Ensure adherence to IT service management processes and procedures.

Asset Management:

• Register inventory of hardware and software assets, including tracking, procurement, and disposal.
• Comply with asset management best practices to optimize resource allocation.

Incident and Problem Management:

• Analyze incidents and problem trends to identify root causes and prevent recurring issues.
• Comply with strategies for continuous improvement in support services.

Vendor Management:

• Collaborate with vendors and suppliers to ensure timely delivery of IT equipment and services.

Documentation and Reporting:

• Maintain accurate records of support activities, configurations, and user documentation.
• Ensure incident and service tickets are entered accurately and promptly to ensure support performance, including metrics like response time, resolution time, and customer satisfaction are accurate.

Security and Compliance:

• Ensure compliance with IT security policies and procedures.
• Ensure compliance with data security measures to protect sensitive information.

User Training:

• Provide training sessions for end-users on IT-related topics.
• Promote self-help resources and knowledge sharing among employees.

QUALIFICATIONS & EDUCATION:

• AA degree or technical institute certificate in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Proven experience in IT support, with a strong background in deskside support.
• Familiarity with IT service management frameworks (e.g., ITIL).
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Knowledge of hardware and software technologies commonly used in the organization.
• Ability to work under pressure and handle multiple tasks simultaneously.
• IT certifications (e.g., CompTIA A , ITIL, Microsoft Certified Desktop Support Technician) can be advantageous.

A Deskside Support Specialist must excel in technical expertise and people management skills to deliver high-quality support services to end-users.

COMPENSATION:

The salary range for this position is $24.72 per hour to $27.00 per hour. The actual starting pay will be determined by a number of qualifications; including, experience and relevant skills.