Desktop EUC L1

About the position

The Onsite Support Technician role focuses on delivering high-quality end-user support for hardware and software configurations. This position involves troubleshooting, installation, and maintenance of desktop systems, laptops, and mobile devices, ensuring a seamless experience for end users. The technician will also manage service requests, coordinate with vendors, and provide support for various IT-related tasks, including disaster recovery and event support.

Responsibilities

• Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, and associated peripherals.
• Perform break-fix, desk-side support, IMACD's, data migration, and refreshes.
• Conduct onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could adversely impact end user experience and take action to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Respond to end-user requests for updates on ticket status and follow up as needed.
• Coordinate with vendors for provision of end-user support, including hardware vendor technicians for warranty repair/replacement.
• Perform end-user support related security and compliance tasks such as access reviews and risk assessments.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts.
• Provide IT support for disaster recovery and immediate response in emergency situations at local sites.
• Provide on-call support if required outside business hours on a rotational basis.
• Provide hand and feet support for network data and voice devices.
• Install and configure IP, wireless, analog, and digital phones (e.g., Avaya, Nortel, Cisco).
• Update the inventory of phones, peripherals, and system cards to the network voice team.

Requirements

• 1-3 years of experience as a Field Services Technician or similar role.
• BS/BA in Computer Science, Information Systems, or equivalent experience.
• Experience with various desktop systems and operating systems.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexibility for traveling to remote sites or clusters.
• Ability to lift weight up to 30 lbs at waist level.

Nice-to-haves

• Experience with diverse technical environments.
• Familiarity with network-related issues.

Benefits

• Competitive salary
• Full-time employment
• Onsite work environment