The IT Deskside Service Specialist is a position dedicated to delivering crucial technical support to end-users. In this role, you will focus on troubleshooting and resolving hardware and software issues, assisting with network connectivity problems, and ensuring users have the tools they need to perform their jobs effectively. Key responsibilities include guiding users through step-by-step solutions to technical problems, maintaining and updating operating systems and applications, applying security patches, and diagnosing and addressing issues related to hardware, software, and network connectivity. This position provides a valuable opportunity to develop technical skills and contribute to the smooth operation of our IT infrastructure.
Performance Expectations
• Respond to Support Tickets: Address and resolve incidents, tasks, and request reported by end-users.
• Troubleshoot Problems: Diagnose and fix desktops, laptops, or other peripheral device problems.
• Install and Configure Software: Set up and configure operating systems, software applications, and drivers.
• Perform Hardware Repairs: Repair or replace faulty hardware components
• Provide Technical Assistance: Offer technical support and guidance to users, both remotely and in person.
• Maintain Documentation: Document support activities, solutions, and configurations in a ticketing system.
• Manage User Accounts: Create, modify, and delete user accounts and manage access permissions with Active Directory.
• Ensure System Security: Apply security patches and updates to protect systems from vulnerabilities.
• Assist with Network Issues: Help with basic network troubleshooting and connectivity issues.
• Monitor and Maintain Inventory: Track, manage, and order IT equipment and supplies.
• Participate in Training: Stay updated on new technologies and participate in training sessions as needed.
Prepare, monitor, and adjust work schedules and evaluate data on user support services provided.
Credentials
• Post-Secondary Education in Information Systems or Information Technology is preferred.
• Knowledge of Windows Desktop OS, Microsoft Office, Dell hardware and Networking basics is a plus.
• Working knowledge of data communications troubleshooting.
Ability to read and understand equipment, policy and procedure manuals.
Desired Characteristics
• Possess excellent comprehension and interpersonal skills.
• Ability to work independently and coordinate efforts with co-workers
• Ability to continuously learn and update technical knowledge.