Deskside Support Technician

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