25 days old

Deskside Support Representative

Armonk, NY 10504
  • Job Code

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
The Deskside Support Representative/Advisor is primarily responsible for performing a full workload of technical services for IBM employees with complete responsibility for customer satisfaction with the services provided. Services include some or all of the following: software configuration, setup, upgrades, on-site technical support, device reimaging, device installation, software support, or software analysis and repair. Seldom requires assistance from support resources to carry out complex or difficult service for in scope activities.
  • Demonstrates leadership in innovative problem resolution techniques
  • Provides support and assistance to others
  • Services may be directed by a service call management process or be performed as part of a team
  • Possesses an extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices
  • Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance
  • Maintains businesslike communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times
  • Performs a full workload of technical services to IBM employees
  • Makes appropriate use of reference materials, support centers and diagnostic aids
  • Performs problem determination utilizing the diagnostics, reference documentation, service aids, tools and test equipment
  • Diagnoses equipment malfunctions
  • Corrects failures in IBM, Mac and selected non-IBM equipment by making necessary repairs, verifies correct operation and communicates repair status to the customer
  • Fully document all issues in an accurate and timely manner
  • With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools
  • May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery


Required Technical and Professional Expertise
  • 3-5 Years Experience.
  • Experience with Mac/Windows /Mobile.
  • Experience with Webex and Webex Boards
  • Customer service skills and problem-solving ability.
  • Mobile Device Skills.
  • Strong operational knowledge and experience of Windows 7 & 10, Mac OS, Android and iOS operating systems, common application programs, system diagnostics and local/remote support structure.
  • Knowledge of system configuration, physical and network connectivity.
  • Ability to provide information and direction to others in a clear and concise manner.
  • Experience with IBM Notes and Outlook are a plus.

Preferred Technical and Professional Expertise
Basic understanding of and is able to articulate IBM's technical support delivery methodology, particularly as it relates to base and enhanced support.

About Business Unit
The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBMs financial strategy, developing new business models, and mitigating enterprise risk.Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-12-31 Expires: 2020-01-30

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Deskside Support Representative

Armonk, NY 10504

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