17 days old
2017-11-062017-12-04

Deskside Support Technician III

Chicago, IL 60601
  • Job Code
    586259
  • Payrate
    $25 To $33

GENERAL DESCRIPTION: The Deskside Support Technician III is responsible for total support and troubleshooting of the company's end-user environment and executing device lifecycle management activities including fulfillment, provisioning, deployment, support and asset disposition. Primary job responsibilities will be to provide technical expertise to the Deskside Team and help resolve Tier 2 and Tier 3 issues. Additionally, you will support the following: desktops, laptops, mobile devices, thin clients, print services, telephony, AV equipment, and basic networking. This position interfaces directly with our co-worker, customers and requires excellent customer service skills as well as technical knowledge.


ESSENTIAL DUTIES AND RESPONSIBILITIES



  • Provide technical expertise and advise to Level I & Level II Deskside technicians - 35%


    • Must be the team's go to technical expert who can provide answers through experience, research, or collaboration.

  • Troubleshooting and Resolution of Tier 3 escalated technical issues - 30%


    • Maintain and manage workload through computerized issue tracking system.
    • Must present a high level of professionalism and customer service throughout all interactions.
    • Ability to troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
    • Execute duties through rotational services of deskside visits, phone troubleshooting, walk-in center and tech depot fulfillment center.
    • Inventory management of assets.
    • Use SCCM, Powershell, and Active Directory and other diagnostic and remediation utilities to identify, diagnose and correct issues.
    • Support, Troubleshoot and Train end-user on Microsoft Office 2013 applications including O365 email and Outlook.

  • Advanced Knowledge, Support, and Troubleshooting of AV, presentation, and teleconferencing equipment - 25%


    • Ability to install and troubleshoot projectors, large screen TVs, webcams, microphones, and conferencing phones.
    • Provide technical support and advice on varying projects in our evolving enterprise.
    • Must be able to lead installation, replacement, or repair of AV equipment.
    • Must be able to interact with AV equipment vendors and manage warranty returns.

  • Support and Troubleshooting of Networked Printers, Tablet Devices, and Telephony Devices - 10%


    • Advanced troubleshooting and configuration of VOIP handset/headset devices.
    • Advanced setup, troubleshooting, and configuration of Apple cell phones.
    • Advanced printer troubleshooting and configuration including multifunction, laser, fax, barcode label, dot matrix and high volume scanners.
    • Advanced ability to troubleshoot and configure of Apple iPads, Windows tablets, and Android tablets.



DECISION-MAKING RESPONSIBILITIES:



  • This Job has no budget decision-making responsibilities.
  • Assess situations in the desktop environment and make suggestions on how to resolve outstanding issues.


EDUCATION/EXPERIENCE:



  • Minimum Required Education: High School Degree or equivalent AND 7+ years of experience supporting networked systems.
  • Minimum Required Experience: 7+ years of supporting a corporate, networked computer environment.
  • Desirable Education/Experience:


    • 2 year or 4 year Degree or vocational training equivalent in CS or MIS.
    • 7+ years of experience installing, troubleshooting, and supporting corporate AV equipment.
    • 7+ years of experience building, deploying, and troubleshooting desktop computers in a corporate environment.
    • 7+ years of experience with Microsoft Windows OS, Active Directory, and SCCM.
    • 7+ years of experience supporting Telephony equipment.
    • 7+ years Mac OS experience a Plus



CERTIFICATES AND LICENSES (list special certifications/licenses that are required or desirable to perform this job) :



  • MCP, MSCE, A+ - desirable


JOB RELATED COMPETENCIES:


Must have STRONG analytical, communication & time management skills.



  • Other important competencies:



    • Must be a self-starter and have the ability to work with minimal supervision.
    • Must have a desire to welcome technological change and embrace it.
    • Must be able to maintain composure in pressure situations and focus on the task at hand.
    • Ability to work with difficult or disgruntled customers is a must.
    • Team-oriented: consults with team members and management as needed to complete assigned responsibilities.
    • Maintains strict confidentiality.



Technical Competencies



  • Basic Computer Skills -



    • Expert with Windows OS and Microsoft Office programs such as MS Project, Word, Excel and PowerPoint.
    • Accurately inputs information into and retrieves from the computer.
    • Quickly learns and achieves proficiency in new software applications as needed.

  • Other Technical / Computer Skills -


    • Mac and iOS experience a plus.
    • General networking knowledge a plus.
    • VMWare a plus.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Deskside Support Technician III

Randstad Technologies
Chicago, IL 60601

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Deskside Support Technician III

Randstad Technologies
Chicago, IL
US

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