Desktop Support Specialist

The Deskside Support Technician will provide comprehensive technical support for the client's campus based personnel. With minimal supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.

• Provide comprehensive technical support services to the Client's onsite personnel, customers and service providers.
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
• Replicate and resolve customer incidents in the software & hardware environment. Maintain incident management system with up to date information on ticket progress
• Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA's.
• Follow established Asset Management processes
• Provide setup and support services for conference rooms.
• Provisioning and deployment of internal VoIP telephones
• Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness.
• Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk related processes (build a "proactive" environment)
• Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
• Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and regulations
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Assess reported issues and as necessary work directly with Client's service providers for escalation and timely issue resolution.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
• Mentor other Deskside Support Technicians as required

• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
• Excellent communication and customer service skills. Dedication to customer service.
  • Excellent teamwork skills
• Excellent desktop support technical skills
• Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Desktop tools (Bomgar)
• Ability to perform root cause analysis and determine appropriate course of action based on result

• Official Local Language on a native or at least very good (fluent) level (C1/C2)
• English on an advanced level (B2 or higher)

• BS or BA degree preferred or equivalent work experience
• A+ Certification or equivalent required.
• Microsoft Certified Professional certification a plus
• Experience
• Minimum of 12months of Desktop support experience

• Maintain inter-department relationships to resolve reported incidents
• Effectively communicate with extended service providers and IT infrastructure groups
• Develop communication and working relationship with supervisor and colleagues.