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- Laptop setup/deployment
- Capable of working in a fast-paced environment
- Excellent verbal communication skills and the ability to explain technical information in layman's terms.
- Well organized with the ability to work under pressure and meet tight deadlines.
- Excellent understanding of intra-department functions and operations
- Ability to perform repeated bending, standing and reaching.
- Ability to provide white glove support for Executives.
- Provide iPhone support.
- IT Troubleshooting Skills
- Experience supporting iOS and Windows.
- Experience Troubleshooting Outlook, Printers, Hardware, VPN, applications.
- Requires IT degree or relevant certifications.
- Researching questions using available information resources
Deskside Support Analyst - Irving, United States - JobRialto
Description
Summary:
The Deskside Support Analyst role performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs.
The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact.
Provides VIP support of mobile devices for both onsite and offsite executive staff.
Assist with laptop refresh of corporate devices.
Responsibilities:
Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications
Manages tickets within ServiceNow for a variety of technical issues.
Uses experience and problem-solving skills to develop and improve processes and provides reports as required.
Provides guidance to less experienced team members.
Provide White Glove support to executives.
Support mobile phone by resolving iPhone issues.
Uses specialized knowledge or skills to solve complex and unique problems, or direct the daily activities of a business, technical support, or functional support team.
Stay customer focused and ensure end user receive top notch support.
Establish priorities for the completion of ServiceNow tasks by determining the impact of known problems.
Uses judgment to interpret internal and external issues and develop best practices.
Provide customer support to internal customers within established service levels by ensuring the provisioning of computing systems, allocating day to day incidents and requests properly, ensuring involved parties are notified and required to act when an incident arises, and coordinating the resolution
Relies upon experience, interpersonal skills, and broad knowledge of the field to ensure task completion in compliance with policies, procedures, and business strategy
Stage, prepare, and deploy computer, peripherals, and devices to the users
Proven desktop, laptop, and workstation hardware troubleshooting skills
Occasionally perform installation of non-standard software
Demonstrated know-how supporting COE software applications inclusive of Microsoft Windows 10, Office 365, and Teams
Facilitate data migration between computers
Virtual desktop support
Collaborate with vendors or third-party support to resolve technical hardware or software issues
Reads, interprets and follows procedures described in the internal knowledge base
Provides documentation for knowledge base articles
Works with third-party help desk vendors as applicable
Provides phone support as needed
Completes other duties, including special projects, as assigned by Management
Qualifications
Education Requirements:
Associate degree in Computer Networking or 2 years of related experience
Experience Requirements:
Prior help desk experience preferred
Can work and resolve most escalated tickets.
VIP/White Glove experience
Prior iPhone support experience
Skill Requirements:
Ability to research and resolve issues
Capable of working in a fast-paced environment
Excellent verbal communication skills and the ability to explain technical information in layman's terms
Well organized with the ability to work under pressure and meet tight deadlines
Excellent understanding of intra-department functions and operations
Ability to perform repeated bending, standing and reaching
Ability to occasionally lift up to 40 pounds
Additional Requirements:
Available to work onsite Mon-Fri