Location: Olive Branch, MS
Skill level: Level 2 technician
Special note: Client specifically requested Azure and ERP experience. They don’t need to be experts, but they need to be able to understand it and speak to it and be able to be quickly trained on both. They also mentioned Service Now experience.

Job Description

The Deskside Services Technician will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users). 

Key Responsibilities:

• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems.
• Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues.
• Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks.
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.
• Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management.
• Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.
• Ensure all tickets are resolved within documented service levels.
• Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem.
• Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs.
• Possess excellent presentation, verbal communication and written skills. 
• Provide technology refresh support as needed.
• All other tasks as assigned.

Work Environment:

• This job is performed indoors in an office setting.
• This position requires the ability to move, carry, push, pull and/or lift up to 45 pounds, as well as climb under/around desks for cable management.

Required Education, Experience, & Qualifications:

• AA Degree in related discipline and six (6) years’ experience or High School and seven (7) years’ experience
• Minimum 2 years of experience in a deskside services role supporting end users; troubleshooting and resolving all aspects of computer hardware and software. 
• Minimum 2 years of experience supporting Windows 10 and Microsoft Office Suite (Office 2016). 
• Strong interpersonal skills required.
• Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously. 
• Must be able to work independently and be self-motivated. 
• Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. Ability to communicate orally with customers, vendors, management, and coworkers is crucial. 

 Desired Skills & Qualifications

• Dell hardware (laptop, desktop, tablet, 2-in-1) and Apple iPhone experience a plus.
• Experience supporting audio/video and video teleconferencing equipment a plus.
• CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician