Deskside Support

Deskside Support - Insurance

The Deskside Support role is responsible for the solutioning and support of all workplace technology and the end user experience. Department's responsibilities include; computer hardware, software, printers, phones, audio and video, network connectivity, Windows PC's (desktop's, laptops and tablets).

Responsibilities

• Serves as the initial IT contact and/or second level support for the user community regarding problems and requests concerning Workplace Services technology
• Break fix of end-user's workplace services issues directly or by facilitating resolutions with other Infrastructure employees and vendors across all towers of technology.
• MACD of workplace service hardware and software, such as purchasing, updating or installing software systems including the Windows operating system.
• Setup and support of end-point telephony devices (phones, conference room speaker phones, mobile phones, hotspots).
• Act as the workplace services technology liaison for the office assigned.
• Provides accurate, timely, and creative solutions to end-user computer and networking problems.
• Logs, maintains, and updates all incident and service request tickets in the IT tracking system (Service Now) while keeping users apprised of ongoing request status and resolution.
• Supports existing hardware and software standards and evaluates/recommends upgrades as required for current environment.
• Configures and installs new PCs and printers to connect to existing network.
• Executes IT projects tasks and initiatives on time
• Provides application support for MS Office Suite including Microsoft Outlook.
• Performs other IT support functions as required.
• Adheres to all service levels and individual performance metrics

Requirements:

• Experience working in a corporate environment
• Knowledge of and experience working with multiple technologies relating to end user services; telephony, networks, servers, Active Directory, security, and computers.
• Customer focused attitude while working directly with customers, by telephone and on-site.
• Must be professional, collaborative and enjoy working in a team environment.
• Strong problem solving and excellent verbal and written communication skills.
• Ability to troubleshoot via telephone and in person with internal customers and vendor support technicians.
• Must be able to coordinate and resolve multiple support issues simultaneously.
• Ability triage and resolve technical issues escalated from Deskside Specialists with without supervision.
• Ability to lead project tasks and initiatives
• Manage service levels and incident queues successfully with little to no supervision
• Supports major projects and initiatives with minimal supervision of leadership
• Extensive knowledge and understanding of general infrastructure components and their relation to end user technologies.
• Technical lead for IT projects, initiatives and incidents. Etc.. Office Moves, OS Migrations, Software platform upgrades, hardware configurations

Full job description and company details available upon request