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Deskside Support Technician
Ref No.: 17-03148
Location: Durham, North Carolina
The IT Deskside Support Technician will work in an extremely fast paced environment working with a global team supporting 3000+ users, both locally and via remote offices. Daily responsibilities include the imaging, deploying, troubleshooting hardware/software issues, basic AD admin functions, and AV support for conference rooms. The Deskside Technician will be responsible for completing (resolving) tasks, requests, or issues that are assigned to them or assigned to their location. This candidate should also have strong written and verbal communication, solid hardware/software troubleshooting for common desktop issues, and a customer focused mentality. Our overall goal is to provide a world class customer support experience that is hyper focused on efficiently resolving technical support issues with a smile.

Responsibilities:
? Build, configure, support and troubleshooting hardware and software issues on laptops, desktops, mobile devices, and network printers to resolution
? Interact with customers at all levels of the company, including VIPs.
? Must demonstrate excellent written/verbal interpersonal communication skills (to internal team/customer/external facing audience)
? Ability to respond positively in stressful situations to difficult customers
? Reimage laptops/desktops, backup user's data, migrate users and reconfigure users' custom settings
? Assists with IT projects as needed
? Maintain and update inventory in asset tracking system
? Provide end-user training as needed
? Available for after-hours support for technical assistance, project and special events

Requirements
? 3+ years of experience providing hardware and software support for desktop/laptop on MAC/Windows OS
? Support for mobile devices (iOS, Android, and Windows)
? Solid understanding of basic networking and active directory principles
? 3+ years software support, especially Microsoft 365, OKTA, and VPN clients on MAC/PC
? Experience with inventory tracking and maintaining the integrity of the collected asset information
? Strong written and oral communication, and excellent customer service skills
? Microsoft/Apple/A+ certifications are a plus!
? A can-do attitude with a dependable work ethic