A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs. Troubleshoot, diagnose and resolve the tickets (Hard IMAC and break fix) that needs onsite intervention. Coordinate with higher level remote support teams and Supplier's Service Desk teams for ticket resolution. Utilize Known Error Database (KEDB) to perform onsite support tasks. Participate in war rooms for critical incident management when required or at Customer's discretion. Resolve incidents at end-users' desks when resolution cannot be achieved by remote support. Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service with OEM. Provide Smart hands and feet support for audio / video conferencing devices in alignment with the operating model. Plan, schedule and fulfil all IMAC (Install, Move, Add, Change) requests according to defined processes, approvals. Request, coordinate and facilitate visits when required for IMAC in alignment with the operating model. Follow the Customer's requirements and procedures for escorting vendors and guests during facilitation of visits. Update CMDB records during the IMAC process where appropriate to make sure that added/removed devices and spare parts are reflected properly in the Customer system(s). Manage use of any manufacturer warranty and technical support to limit repair cost and facilitate incident resolution. Install and test replacement parts for supported devices. Schedule supported device installation, Software and Hardware activity with End User at their convenience to minimize disruption. Coordinate physical move of end user devices within same office (performing physical move of end user devices outside of the office is out of scope). Manage any end-user Service Requests (e.g., desktop, mobile) which require local interaction at the supported sites. Desk side assistance for IT devices (laptop, desktop, and mobiles). Provide loaner device to authorized Customer end users in case of break-fix to continue end users work, utilizing Customer provided List of Authorized Users Perform soft IMAC, Image loading where this cannot be executed remotely using Customer provided tools. Inform Customer end user on expected resolution time on for active Incidents in assigned incident queue. Provide onsite depot support for receiving, shipping, packing, update AMDB / CMDB, apply asset tag, imaging, staging, storing the devices and spare parts at Customer provided facilities. Keep device levels (pool), installation of pool devices with standard image, personalizing of exchange device, coordination of OEM according Customer requirements. Consult with Customer prior to and during ordering of new devices. Local Support Tasks for Network and Server Smarthands include, but not limited to the following: Apply security patches to servers and network appliances per defined schedules. Install, monitor, and update antivirus software across supported infrastructure. Perform routine backup operations and verify backup integrity. Monitor backup job status and escalate failures to internal teams. Maintain hardware inventory for servers, network gear, and related infrastructure. Track and manage hardware lifecycle (procurement, deployment, decommissioning) for lifecycles not managed as a project. Support equipment moves involving servers, switches, or other infrastructure. Document and submit Management of Change (MoC) tickets for infrastructure changes. Create incident tickets for untracked or ad hoc work in the ITSM system. Collaborate with internal teams (e.g., automation, infrastructure, security) on shared tasks. Support Active Directory integrations (e.g., join domains, basic troubleshooting, file/share permissions). Monitor system health (CPU, memory, disk, network) and escalate anomalies. Perform basic server and network troubleshooting (e.g., connectivity, service restarts). Coordinate with equipment vendors for hardware diagnostics or replacements. Maintain documentation for recurring tasks, configurations, and escalation paths. Deskside support services and other duties as required.
JOB REQUIREMENTS/QUALIFICATIONS
Experience:
Requires minimum 5+ years of related work experience Knowledge of imaging and network / server monitoring tools (SCCM, MDT, Solarwinds, Meraki, APs) Knowledge of data backup and recovery tools Installing, upgrading, and migrating to Windows 10/11 Deploying Windows 10/11 in large enterprises Configuring hardware and applications Configuring network connectivity Configuring access to resources Configuring mobile computing Monitoring and maintaining systems that run Windows 10/11, and Network and Server systems Experience with virtualization platforms (VMware / Hyper‑V). Experience supporting
OT / ICS
/ industrial environments. Understanding of OT cybersecurity and IT‑OT separation principles.
Certifications:
A+ Certification a plus Network+ Certification a plus
Pay:
$25.74 - $29.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): Total Smarthand Experience in Deskside Support Experience/knowledge on the network-side
