Deskside Support Technician

Job Title: Deskside Technician (IT)

Pay Rate: $23- $26/hr

Location: Clayton, NC

Area Code: 919, 984

ZIP Code: 27520

Start Date: Right Away

Keywords: #ITJobs #ClaytonNCJobs #DesksideTechJobs

Job description

In this role, you will be the point of escalation for the NA Service Desk for all issues that require an onsite visit or problems that cannot be resolved in the Service Desk time requirements. You will be responding to Level 1-3 technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on Microsoft Office, Windows and various commercial and client proprietary software. You will also utilize remote access to client PCs to resolve complex issues and process and manage customer contacts using telephone, web, email, chat or by the Service Desk ticketing system. This position will involve working at primarily the Clayton, NC site and then at the RTP, NC site as needed.

Responsibilities

* Troubleshoot and resolve hardware and software problems on desktops, laptops and other various computing equipment and devices related to Windows and Microsoft Office.

* Diagnose hardware issues, order parts, and replace faulty components.

* May perform functions on GxP systems according to documented SOPs

* Experience supporting enterprise videoconference system, including Polycom and Microsoft Teams integrated systems.

* Troubleshoot, diagnose, and repair simple to complex meeting room videoconference system issues.

* Work closely with external vendors to provide AV Control system smart hands support as part of the scheduled maintenance and/or upgrade of meeting room videoconference systems.

* Answering user questions directly related to Windows, Microsoft Office, and other supported applications.

* Use SCCM to push and install approved corporate applications.

* Troubleshoot and resolve issues related to software and hardware compatibility.

* Face to face and hands on troubleshooting are required.

* Resolve wide range of software issues remotely using remote tools such as TeamViewer and SCCM Remote.

* Follow detailed technical instructions to ensure adherence to corporate quality standards.

* Document all issues using Service Desk ticketing system.

* Escalate unresolved calls to the next level support team using Service Desk ticketing system.

* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.

* Maintain a high degree of customer service for all support queries and adhere to all service management principles.

* Publish support documentation to assist staff with requests for information & provide staff training if required.

* Use Active Directory and Exchange Management Console for managing users, groups, and computers.

* Reimage laptops, desktops and thin clients as needed following company policy.

* Installation of network printers.

* Deployment of Cisco IP phones.

Education and Experience

* 3 years of experience providing end user support in an enterprise environment.

* Hardware & Software troubleshooting experience required.

* Must have experience with video conferencing rooms / equipment and troubleshooting associated systems and equipment.

* Prior experience on enterprise systems with 500 or more users preferred.

* Associates degree preferred or combination of equivalent experience (3 years) and certifications.

* MCSA Windows 10 certification or equivalent

* Experience working in a GxP or FDA regulated environment (preferred)

Skills and Knowledge

* Excellent verbal and written communication skills.

* Ability to multi-task in a fast paced, high pressure environment.

* Ability to quickly learn new technologies as they are introduced.

* Strong technical troubleshooting skills.

* Ability to interact effectively with employees at all levels.

* Ability to help end users in stressful, hurried situations.

* Travel between and working at multiple sites.

* Strong working knowledge of Windows and Microsoft Office.

* Working knowledge of network and PC operating systems.

* Working knowledge of TCP\IP.

* Conversational proficiency in Spanish (desired)

POSITION IS LOCATED IN CLAYTON, NC, BUT WILL INVOLVE WORKING AT RTP/DURHAM, NC LOCATION AS NEEDED AS WELL