Senior Deskside Support Technician

Safelite•Katy, TX

About The Position

The Senior Deskside Support Technician will provide Tier 2 support to all end users in the organization or at a specific location. The responsibilities range from installation, diagnosing, repairing, maintaining, and upgrading computer hardware, software, peripherals, and equipment to ensure optimal workplace performance. This role can also be the face of IT infrastructure and application services at one of our key distribution centers, proactively performing daily health checks of all IT infrastructure and applications that the site consumes.

Requirements

High School Diploma Required
Certificate degree from a vocational or technical school
1-3 years Relevant experience Required
Deskside Support Required
Experience coordinating services within an IT environment.
Experience coordinating activities within an IT support team.
Break-fix experience with desktop class hardware including desktops, laptops, tablets, smartphones, and thin clients. (Medium proficiency)
Experience configuring external peripheral devices, such as printers and scanners (Medium proficiency)
Basic understanding of audiovisual equipment including configuration and troubleshooting (digital signage and collaboration solutions) (Medium proficiency)
Basic understanding of telecommunications concepts and systems, including IP phones, wireless headsets, and soft phone applications (Medium proficiency)
Incident Management (preferred) (Medium proficiency)
Retail Support Experience (preferred) (Medium proficiency)
The ability to lift for transport equipment weighting up to 45 pounds. (Medium proficiency)
Ability to multitask in a fast paced environment (Medium proficiency)
Strong organizational skills (Medium proficiency)
Strong communication skills (Medium proficiency)
Provides a high level of customer services (Medium proficiency)
Ability to communicate to customers at all levels of the organization in a professional manner (Medium proficiency)
Provides a high level of customer service. (Medium proficiency)
Strong written and verbal communication skills (Medium proficiency)
Must be able to use critical thinking , deduction and troubleshooting to solve problems (Medium proficiency)
Other requirements and characteristics include being a team player, good communicator and collaborative worker (Medium proficiency)
Availability to work flexible hours as needed (Medium proficiency)
Availability to be on call, to work after hours or weekends (Medium proficiency)

Nice To Haves

Networking Preferred
Knowledge of scanners Preferred
Experience in a call center or Service Desk environment Preferred
Experience managing hardware assets. Preferred
Demonstrable experience of collaborative working with teams locally and globally Preferred
Excellent troubleshooting and documentation skills. Preferred
A+ Certification (preferred) (Medium proficiency)

Responsibilities

Provides daily desktop, software, and peripheral support by performing troubleshooting, root cause analysis and problem resolution with minimal supervision
Performs basic network resolution including but not limited to patching, cabling and troubleshooting level 1 network related issues; escalates when needed
Creates operating instructions and maintains technical documentation and deliver 1:1 end-user instruction where needed
Provides telecommunication support including but not limited to end point device troubleshooting, escalates when needed
Reinforces standard processes for reporting and managing incidents
Maximizes use of hardware and software by training users; interpreting instructions; answering questions
Responsible for provisioning desktops, laptops and mobile devices, including but not limited to Windows image deployment, initial configuration and setup
Responds to and documents incidents / requests within the ticketing system, working through to completion providing status updates to customers, Service Desk associates and management as needed
Performs other duties as assigned
Complies with all policies and standards