Workstation Specialist

Role Organization

Role Title:  Workstation Specialist

Division - Center - Team: Service Operations

Reporting to: Workstation Team Lead

About the Role 

The primary objective of the Workstation Specialist I is to stage, configure and deploy new equipment for customers. Workstation Specialist I will be repairing and troubleshooting equipment and providing diagnosis to the customer. Working through assigned tasks, projects and occasionally resolving client requests via ticket, email and phone. The goals are to complete your work with accuracy and in an efficient manner to keep the delivery chain moving.

Accountabilities 

Workstation Imaging and Deployment

• Build, configure and deploy workstations using standard toolset and imaging process
• Ensure all workstations are setup according to client-specific configurations and requirements
• Verify the integrity and functionality of the operating system and installed software post-setup
• Communicate effectively with clients regarding their workstation build as needed 

Hardware Setup and Configuration

• Assemble PC hardware components, including installing storage devices, memory or other peripherals
• Configure BIOS or boot hardware settings to meet specific client requirements if necessary
• Test and validate hardware components for functionality and compatibility before deployment 

Software Installation and Updates

• Install and configure software applications as needed
• Perform updates and patching to ensure systems are updated for both security and performance improvements before deployment
• Resolve issues before deployment as needed  

Quality Assurance and Testing

• Conduct thorough testing of workstations to ensure they meet the configuration, performance and security standards
• Identify and resolve any defects or issues prior to deployment, update build ticket and notify Team Lead
• Assist in developing and refining imaging and deployment processes for continuous improvement 

Documentation and Reporting

• Create and maintain documentation related to workstation setups, configurations and client-specific procedures
• Provide regular status updates to the Team Lead and other stakeholders on deployment projects
• Maintain updates on assigned build tickets as needed
• Continuously share knowledge and feedback within the Workstation Team 

Client Communication and Ticket Standardization

• Maintain clear client communication and expectations on active support inquiries
• Promptly escalate support tickets to the Team Lead if unable to resolve within goal, following standard operating procedures
• Standardize all workstation tickets according to workstation team SOP
• Work closely with Team Lead to identify client trends. 

Service Delivery

• Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
• Maintain a daily 85% billable rate

Knowledge, Skills, and Abilities (KSAs) Required 

Experience With:

• Microsoft Client OS (Windows 10/11), MacOS is a plus
• Experience with PC imaging software and migration tools are a plus
• Awareness of LAN/WAN connectivity designs, wired and wireless connectivity
• Experience with MSP tools such as ConnectWise PSA and RMM tools a plus 

Problem-Solving and Time Management:

• Ability to diagnose and resolve technical issues timely and effectively
• Experience with various troubleshooting tools and techniques
• Strong organizational and documentation skills along with the ability to prioritize tasks 

Communication and Interpersonal Skills:

• Excellent verbal and written communication abilities
• Active listening skills to fully understand client issues and concerns
• Passionate about providing an excellent client experience.
• High attention to detail to ensure accurate record-keeping

Technical Competencies  

Qualifications and Experience:

• High School diploma or higher
• 6 months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
• Industry certifications (e.g., CompTIA A , Network , Security , Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable but not required.

Role Logistics

• This is a temporary position (3 months)
• Potential to remain on as full-time employee at conclusion of contract
• This is an hourly, non-exempt position