Overview:
The Onsite Service Desk Technician is an essential employee and one of the escalation points for incident resolution and request fulfillment supporting onsite employees. This position requires being onsite 5 days per week.

Responsibilities:

• Provide excellent customer support to both our Corporate and remote internal customers.
• Track and own customer issues with end-to-end ownership through final resolution.
• Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner.
• Assess and prioritize daily ticket workload aligning with Best Practice and in accordance with established SLAs.
• Provide excellent data quality within all assigned tickets.
• Install, configure, and support hardware and software in the environment.
• Participate in the on-call after hours support rotation.
• Periodically assist with special projects and emergencies, including but not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7).
• Troubleshoot A/V issues in relation to high-visibility meetings and for VIPs.
• Contribute to both the IT and Customer Knowledge Base, writing concise and coherent incident description and resolution.
• Interface with vendors to coordinate hardware repair, when required.
• Escalate critical incidents to Service Desk Manager, as needed.
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
• Provide phone and deskside support for mobile devices (iPhone & iPad).
• Create and maintain on point documentation for all desktop solutions and troubleshooting instructions in the Knowledge base
• Setup and move computer equipment in support of new hire on-boarding and office moves.
• Work as a member of a collaborative team.
• Follow standard operating procedures around process and documentation.
• Recommend process improvements.
• Additional responsibilities as assigned.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or equivalent technical discipline is strongly preferred.
• 2-4 years of working experience supporting 500+ Windows machines.

Other technology areas include:

• Windows 7/10
• A/V
• Imaging
• Onboarding/offboarding employees
• iPhone and iPad
• Web browsers
• Microsoft Outlook and O365 Suite
• Printers
• Dell desktops and laptops
• Account Management
• ITIL and Best Practice experience preferred.
• Ability to stand, bend, squat and lift computer equipment as well as climb two flights of stairs.
• Strong working experience with an IT Service Management tool, preferably ServiceNow.
• Cisco VoIP experience strongly desired.
• SCCM knowledge considered a plus.
• Excellent analytical and problem-solving skills.
• Understanding of asset management / software licensing compliance preferred.
• Excellent customer service and time management skills.
• Strong written and verbal communication skills.
• Ability to develop processes and documentation.
• Strong work ethic, reliable, and collaborative.
• Ability to participate in 24x7 on-call support rotation.