The Deskside Engineer will provide quality remote and onsite support to IT users, employing a high degree of customer service, technical expertise, and timeliness. Consult knowledge base to optimize problem resolution, tracks calls and enters solution data and follow through on resolution with end users.
Duties and Responsibilities:
- Handle incoming tickets and provide second level support; document each call verifying customer information and including all troubleshooting steps
- Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
- Escalate problems to appropriate individual/group
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Contribute to the Knowledge Base
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
- Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed
Requirements
- Active Directory, passwords, GPO, etc.
- Knowledge of Citrix and VPN
- Printer Support
- SaaS support
- Strong listening, verbal, and written communication skills
- A strong sense of urgency and the ability to multi-task effectively with attention to details
- Well-developed organizational, communications and time management skills
- Ticket management knowledge, critical urgency important
- A strong business maturity and professionalism is essential
- Ability to troubleshoot, analyze and resolve customer concerns
- High technical aptitude and strong PC literacy skills including function and capabilities
- Ability to work independently as well as part of a team and function well under pressure.
- Bachelor’s Degree in IT preferred and 2-5 years in a service desk environment
- HDI Support Center Analyst Certification, Network+, A+ or Security+ certification is highly desired