What are the responsibilities and job description for the Deskside Support Technician position at SourcePro Search?
SourcePro Search is conducting a search for a Deskside Support Technician with a ComptTIA A or equivalent certification. The ideal candidate will have a minimum of 2 years of experience in providing support to end users, troubleshooting hardware and software issues, and installing PC and peripheral equipment within a law firm or professional services environment.
What You'll Do:
Provide desk-side computer support, including hardware and software assistance, to end users.
Provide desk-side computer support, including hardware and software assistance, to end users.
- Installs standard software of firm computers.
- Provides technology support and service to employees and clients.
- Installs and setup of hardware to include desktops, laptops, Wyse terminal, printers, etc.
- Setup and support of firm & personally owned mobile devices.
- Images computers from the network imaging server and installs post-image software specific to the user's needs.
- Resolves service issues, including troubleshooting and repairing network connectivity issues, hard drive and display failures, and printer problems. Provides alternate, loaner equipment to ensure minimum disruption of work time.
- Completes assigned firm-wide rollouts and upgrades. Schedules time with employee to collect old equipment, re-configure and replace with new equipment.
- Participates in firm-wide roll-outs by providing pre- and post-migration support.
- Maintains inventory of hardware devices such as laptops, desktops, monitors and mobile devices.
- Handles onboarding and offboarding of employees, including training on appropriate use of hardware and software, including VPN and remote access. Configuring equipment upon allocation/return, ensuring all department backup procedures are followed.
- Monitors ticket queue: documents problem resolution and works to ensure appropriate knowledge transfer to other technicians and responds to user communications for support requests.
- Provides after hours support, usually by phone, during on-call rotation. Travels to office during late or weekend hours as needed.
- Flexibility to work overtime, including nights and weekends as needed. Serves as essential personnel during emergencies and/or inclement weather.
- Performs regular meeting setups in accordance with firm standards to include the setup of video conferences, projectors, loaner equipment, and network connections for usage and presentations.
- Assists Level 3 teams on specialized processes when required.
- Other duties as assigned.
What You'll Bring:
Minimum Education
- High School or GED
Certificate
- ComptTIA A or equivalent certificate.
Minimum Years of Experience
- 2 years’ experience providing support to end users, troubleshooting hardware/software issues and installing PC and peripheral equipment.
- Must have experience and/or knowledge of MS Windows, Office, device configuration, troubleshooting, OS configuration, network printing, and the installation of hardware and software.
- Excellent verbal and written skills.
- Strong organizational skills.
- Must be self-motivated, detail-oriented, and be able to work quickly and accurately.
- Strong customer service skills and ability to build relationships with business professionals.
- Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties;
- Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner;
- Provide timely, accurate, and quality work product;
- Successfully meet deadlines, expectations, and perform work duties as required;
- Foster positive work relationships;
- Comply with all firm policies and practices;
- Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed;
- Perform all other duties, tasks or projects as assigned.