What are the responsibilities and job description for the Deskside Support Technician position at Allied digital service limited?
Role: Deskside Support Technician (Mid Level)
Location: Kamus, UT
JOB DESCRIPTION
The position of Deskside Support Technician – End User Computing (Mid-Level) performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.
Essential duties for the position include, but are not limited to the following:
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
- Utilize existing customer Knowledge Base to resolve incidents and tasks associated with EUC equipment
- Perform reactive troubleshooting to effectively identify potential incidents / root causes, and attempt to eliminate them to occur in the future
- Utilize customer provided ITSM ticketing systems with regular updates and proper hygiene applied to all tickets
- Security responsibilities including Defender; CrowdStrike; MDM enrollment; BitLocker handling; Phishing response
- Remote support tooling including BeyondTrust; Bomgar; TeamViewer, etc
- Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
- Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
- Perform device imaging and OS updates for desktops and laptops following customer standard procedures
- Provide repair and maintenance for mobile devices
- Configure and support end users on mobile computing platforms
- Provide software break/fix services and replacement of non-warranty assets for end users
- Coordinate in-warranty repairs for EUC devices with customer authorized warranty support providers
- Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
- Provide warranty and break/fix support for networked printers and scanners
- Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
- Create, change and remove printer configurations and queues based on requests and in accordance with SLAs
- Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
- Provide regular, accurate, and timely feedback regarding customer requirements including supervising assignments and maintaining timely communication with sales, operations, and branch office personnel
- Utilize problem management databases and systems to track and report on customer calls and requests
- Update CMDB with asset allocation and de-allocation details following customer standard procedures
- Excellent written communication and customer service skills with ability to communicate technical information to both technical and non-technical team and customers
- Deskside support services and other duties as required
JOB REQUIREMENTS/QUALIFICATIONS
Experience:
- Requires 3 - 5 years of related work experience
- Knowledge of imaging tools (Intune / Autopilot / SCCM)
- Knowledge of data backup and recovery tools
- Installing, upgrading, monitoring, maintaining and migrating systems that run Windows 11
- Imaging and deploying Windows 11 devices in large enterprise environments
- Configuring hardware, applications, mobile devices, network connectivity
- Microsoft 365 admin, conditional access, MFA troubleshooting
- Windows 10 ESU / migration experience a plus
- ServiceNow experience a plus
- MacOS experience a plus
Certifications:
- A Certification preferred
- Microsoft MD-102 preferred
- ITIL 4 Foundation a plus
- Network a plus
Pay: $22.00 - $24.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Application Question(s):
- Total Deskside Support Technician experience ?
Work Location: In person
Salary : $22 - $24