Onsite Technical Support

Job Overview:

Pay Range: $24.90hr - $26.68hr

Requirement/Must Have:

• Minimum Associate Degree or Technical School plus relevant experience.
• Strong verbal and written communication skills.
• At least 3-4 years of professional experience in IT support.
• Completed a formal qualification or completed an apprenticeship in the field of information technology.
• Proactive and solution-oriented mindset with the ability to work independently and be self-driven.
• Ability to work independently with general supervision.
• Practical knowledge of job area typically obtained through advanced education and work experience.

Responsibilities:

• Provide Desk Side Support to IT users for all matters requiring physical intervention.
• Maintain and troubleshoot a range of user problems including PC hardware, software, LAN, and voice network.
• Diagnose problem sources through discussions with users and coordinate with internal support groups or vendors to resolve problems.
• Acquire, install, and upgrade PC components and software.
• Plan for and respond to service outages and other technical problems.
• Train users on the use of new technology, software, and self-service tools.
• Manage printer supplies, provide troubleshooting, and coordinate with technicians.
• Assist end users with setup of mobile devices, including MFA, Wi-Fi, and email.
• Manage hardware and setup for internal Cisco phones.
• Manage the use and upkeep of shared user accounts.
• Manage deployment of hardware and setup of various types of software for factory PCs.
• Assist with adding or modifying network connections and cabling.
• Manage various cabling and peripherals for user workstations.
• Work with multiple teams on IS and IT needs for integration of new devices and machines.
• Provide documentation of issues, solutions, and potential problems.
• Manage physical stock of devices and accessories including CMDB updates.
• Manage logistics by using local providers to ship and move devices across locations.
• Identify and report risks that might downgrade service quality.
• Provide support to end users, IT equipment, and software in meeting rooms and collaboration areas.
• Host and support third-party technicians.
• Perform regular checks of computer rooms including temperature, air conditioning, cabling, and general functionality.
• Follow established governance, participate in meetings, and follow escalation paths.
• Follow procedures defined in Runbooks, SOPs, and knowledge articles.

Skills:

• PC Hardware Troubleshooting.
• Software Support.
• LAN.
• Voice Network.
• Cisco Phones.
• Mobile Device Management.
• MFA.
• Wi-Fi.
• Network Cabling.
• CMDB.
• Logistics Management.
• Desk Side Support.

Qualification And Education:

• Associate Degree or Technical School certification.
• Formal qualification or apprenticeship in Information Technology.