Deskside Support Technician

Job Title:

Level 1

Desktop TechnicianQualifications:

Required:

US citizen or Lawful Permanent ResidentHigh School Diploma or equivalent1-3 years of experience in IT support or related field supporting clients on site in a corporate environmentProficiency in troubleshooting laptops, desktops, printers, and other peripheralsStrong knowledge of Microsoft Office applications and client-specific softwareFamiliarity with Active Directory, Workstation OS (Windows 10/11)Experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other Remote AssistanceBasic understanding of network protocols, including TCP/IP and wireless connectionsCompTIA A+ certificationAudio/Visual (A/V) experience a plusExcellent communication skills, both written and verbalAbility to work independently and as part of a teamStrong problem-solving skills and attention to detail

Responsibilities:

Provide phone and in-person technical support for users, addressing issues related to email, computer operating systems, desktop applications, and other deployed or developed applicationsServe as the first point of contact for IT support requests, ensuring timely resolution or escalationTroubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environmentDocument support requests and resolutions using an IT Service Management (ITSM) solution such as ServiceNowInstall, configure, and troubleshoot Microsoft operating systems, Office 365 applications, Microsoft Teams, and client-specific softwareSet up and maintain workstation components, including network cards, sound cards, video cards, printers, scanners, and video teleconferencing equipmentManage IT asset deployment and retrieval, including laptops and mobile devices, during employee onboarding and offboardingProvision multi-factor authentication (MFA) solutionsPerform root cause analysis and generate requested reports from ServiceNowParticipate in an after-hours support rotation as neededProvide Audio/Visual (A/V) support for meetings, conferences, and briefingsAssist with configuration management, including deployments, imaging, and provisioningSoftware distributionMaintain IT asset management, tracking, and inventory control

Physical Requirements:

Must be able to lift up to 40 lbsMust be able to stand or walk for extended periods of timeMust be able to walk up and down stairs or rampsMust be able to kneel and work under desks or in confined spaces

Soft Skills:

Dependability and proactive work ethicAbility to work with strong personalities and meet customer expectationsCoachable and responsive to feedback from leadershipTeam player with a positive attitudePhysical and Mental DemandsThe physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical DemandsWhile performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental DemandsWhile performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.#LI-JM1Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines. Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user. Must possess exceptional written and verbal communication skills (in English). Ability to quickly learn and acquire expertise in client's custom applications. Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen. Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered. Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure. Team player who is invested in and strives to maximize team/department performance.