Deskside Support Technician

About Our Company

General Position Summary

The ability to understand all IT support processes and products used within the Company as well as the ability to problem solve at a fast pace.

Principle Duties and Responsibilities

• Provide technical assistance to corporate computer users.
• Answer questions or resolve computer problems in person, via telephone, or electronically.
• Keep abreast of new product lines relative to Lids standards. Evaluate new products and make recommendations on hardware standards for LIDS Corp and Stores.
• Work with current and potential service (warranty or out of warranty repair) and equipment secondary market/decommission vendors to establish best pricing and services.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Performs computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Processes timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

Additional Principal Duties and Responsibilities

• Configure & Deliver Corp IT Equipment as needed.
• Assists the IT Depot in diagnosing and troubleshooting IT equipment
• Interface with all departments, as requested, to fulfill IT hardware needs.
• Support and adhere to all company policies, procedures, and guidelines.
• Provide excellent customer service as outlined in the HW&L policy manual.
• Maintains and updates work order tickets in ITSM tool
• Completes all Dell warranty work responsible for gathering and documenting equipment needing repair, coordination of work to be completed with Dell and return of repaired equipment to active inventory.

Job Required Knowledge & Skills

• Associates Degree (Bachelor’s preferred) in a computer related curriculum preferred. A minimum of 3 years experience supporting and maintaining various computer hardware and desktop software.
• Strong problem solving and communication skills.
• Knowledge of the following hardware devices and internal components:
  • Personal Computer and Laptops: CPU, Keyboard, Monitor, Mouse
  • Peripherals: Scanners, Check readers, Receipt Printers, Laser Printers, RF-Guns, PDA, Modems, Monitors
  • Audio/Visual Products
• Knowledge of Window Operating Systems and the Microsoft Suite, IT Systems (Track IT).

Preferred Job Required Knowledge & Skills

Education

Reports To

Manager, IT Support

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