Desktop Support Technician

Ovation Workplace Services Inc.

Manchester, NH, USA

Published: 6/14/2022

Technology

Full Time

Job Description

The Deskside Support Engineer performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, printers and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Additionally, this role trains other employees on the team.

Essential Functions

· Perform routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment

· Primary technical support will address escalated tickets from the L1 service desk, focusing on resolving complex technical issues that require advanced troubleshooting.

· Escalate problems and issues to a higher level of support as needed; this includes services / tasks that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction

· Process timely and accurate information to ensure compliance with vendor warranty requirements

· Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns

· Adhere to Client policies and procedures while maintaining the integrity of the Client’s data

· Maintain and update work order tickets in Client’s ITSM tool

· Coordinate across multiple departments/vendors to provide support

· Interact with the customer when responding to technical questions or requests for information

· Support the Team Lead and/or Supervisor with reporting and responsibility coverage

· Train other technicians on the team

· Maintain regular attendance

· Perform other duties as assigned by management

Required Education, Knowledge & Experience

· High school diploma or equivalent; College degree in a related field is preferred

· 1 - 3 years of technical or related experience; CompTIA A+ preferred