• Full Time
• Monday – Friday 8 AM – 5 PM ET
• Onsite at 1675 West Campbell Road | Sidney, OH 45365
• 3 weeks PTO & 40 hours paid sick time
• Salary: $25/hr

Deskside Technician Job Description

• Assisting internal and external customers with hardware and software repairs via the phone, email, Live Chat, and remote control for varying computer problems.
• Helps in maintaining hardware/software documentation and knowledge bases. Reviews all tickets for accuracy and proper routings.
• Monitors tickets within the ServiceNow system to ensure the end-user is receiving proper attention by the assigned IT workgroups.
• Monitors and updates Help Desk Website Portal. Helps to develop end-user communication notices and related documentation manuals.
• Configure computers with the appropriate ELM’s baseline software, load approved software packages, and configure security options. Perform software upgrades and configuration enhancements to user’s expectations while ensuring all security protocols are in place and also updated accordingly. Knowledge and use of Microsoft Deployment Tools (MDT) and Ivanti Software is a plus.
• Helps in coordinating repairs if necessary with outside vendors for warranty claims, to include Printer & Work Center Support with Ricoh & Xerox as well as Dell Technicians for warranty repairs to computers.
• Administers duties associated with the account termination process to ensure security compliance.
• Broad range of IT Knowledge is ideal for ranging across hardware, software, network, telephony, and Audio/Visual areas. Troubleshoots general network, mailbox, and account issues, as well as coordinate special projects. Must be proficient in troubleshooting Office 365 issues.
• Participates in testing of new software, images, computer hardware, and accessories.
• Familiarity with mobile device technology (iPhones), as well as printer/copier setups, is beneficial.
• Design and develop IT Graphs, metrics, reports, dashboards, presentations, and surveys.
• Required rotation shifts working in the onsite IT Support Lounge to support local end users with their walk-in laptops, phone, and assorted other issues. (Genius Bar Concept)
• Works hand in hand as a team with the Emerson Enterprise Service Desk and our Manila Remote Desktop Support team to ensure both Emerson Corporate and Emerson Commercial & Residential Solution’s processes are followed accordingly and helps correct any deficiencies found.
• Various other duties as required.

Required Skills

• Minimum Associate degree in Information Technology or other I.T.-related field or the equivalent combination of education and experience. Bachelor’s degree preferred.
• Minimum 2 years I.T. related experience
• 1 or more I.T. Certifications preferred (or equivalent experience)
• Demonstrates the ability to manage and prioritize concurrent tasks.
• Demonstrates competence with Microsoft Office Suite and Microsoft Windows.
• Can operate utilities and tools for troubleshooting and repairing Microsoft Windows
• Strong Customer Service, communication, and collaboration skills are a must.