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Deskside Support Technician
Ref No.: 17-91837
Location: Santa Clara, California
Start Date: 12/11/2017
Job Title:    Deskside Support Technician    

Location:    Santa Clara    

Job Description

Role and Responsibilities
  • Perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops and laptops. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.
  • Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software
  • Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business
  • Demonstrate outstanding understanding and communication when working with clients
  • Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
  • Preferred Skills and common tasks on the job
  • Experience-based Windows 7 support
  • BitLocker encryption
  • Configuration/imaging
  • Crash/BSOD resolution
  • Installation environment
  • General Windows OS troubleshooting
  • Hardware support and troubleshooting
  • Troubleshooting hardware issues
  • Replacing desktop/laptop hardware
  • Installation of peripheral devices
  • Microsoft Office proficiency
  • Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)
  • Visio, Project (support)
  • Able to create documentation and contribute to KB articles
  • O365 support
  • Basic network troubleshooting
  • Experience working with basic network hardware (switches)
  • Troubleshooting connectivity issues
  • Thorough understanding of wireless/wired networks
  • Customer service skills
  • Comfortable working with people in a professional setting
  • Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion