Deskside Technician – End User Computing

The role of Deskside Technician – End User Computing entails the troubleshooting, repair, and preventative maintenance of end user computing devices and associated peripheral equipment across corporate locations.

The selected candidate will engage in assignments that cover a wide range of complexities, requiring the assessment of data and hardware based on discernible factors. The individual will exercise judgment with oversight while adhering to established practices and policies to determine the most effective methods and techniques for solutions. Additionally, this role serves as a bridge among customers, departments, and within the organization to facilitate problem resolution.

Key responsibilities for this position include, but are not limited to:

• Deliver onsite support to Authorized Users, ensuring operational and technical assistance while adhering to specified SLAs.
• Address incidents and issues related to EUC equipment.
• Conduct reactive troubleshooting to identify potential incidents or problems and proactively work to prevent future occurrences.
• Assist Authorized Users in connecting to the corporate network and support the coordination and completion of access to LAN, print, and file services; WAN connectivity; and appropriate LAN segments.
• Carry out repair and maintenance on mobile devices.
• Install, upgrade, and repair EUC equipment, including desktops, laptops, monitors, and associated peripherals.
• Provide software break/fix services and replace non-warranty assets for end users.
• Ensure network connectivity for printers and scanners, including support for device configuration, IP addressing, and direct TCP/IP output.
• Offer warranty and break/fix support for networked printers and scanners.
• Configure and support users on mobile computing platforms.
• Deliver VIP support for equipment such as desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, and wireless networking.
• Create, modify, and remove printer configurations and queues as requested, in alignment with SLAs.
• Provide on-site hardware support for general troubleshooting and issues related to end user computing technologies.
• Regularly provide accurate and timely feedback regarding customer needs, which includes overseeing assignments and maintaining prompt communication with sales, operations, and branch office personnel.
• Utilize problem management databases and systems to track and report customer calls and requests.
• Effectively communicate technical information to both technical and non-technical teams and customers.
• Provide deskside support services as needed.

Qualifications:

• Minimum of 5 years of relevant work experience.
• Proficient understanding of imaging tools (Ghost, MDT).
• Strong knowledge of data backup and recovery tools (USMT).
• Experience in installing, upgrading, and migrating to Windows 11.
• Expertise in deploying Windows 11 within large enterprises.
• Ability to configure hardware and applications.
• Skills in configuring network connectivity.
• Experience with mobile computing configuration.
• Capability to monitor and maintain systems operating on Windows 11.